Inbound Call Advisor

Magnet; Tees Valley; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Subsidised canteen

Paid volunteer day

Staff discounts

Access to Retail Trust

Holiday purchase scheme

Wellbeing support

Cycle to work scheme

Collaborative culture

Job summary

Magnet is seeking an Inbound Call Advisor in Darlington. You will be the first point of contact, handling inquiries via chat, email and phone, and delivering accurate advice with a friendly, professional approach.

You will maintain customer records, meet service levels, and identify improvements to enhance the customer experience. The role emphasizes teamwork, initiative and a proactive attitude in a fast-paced environment.

Qualifications

• Previous customer service or support experience.
• Excellent verbal and written communication.
• Strong telephone manner and listening skills.
• Calm and professional when handling challenging situations.
• Strong problem-solving and organisational skills.
• Able to work independently and as part of a team.
• Proactive, reliable, and takes initiative.
• Good IT skills and accurate record-keeping.
• SAP experience would be advantageous.

Responsibilities

• Support internal and external customers via online chat, email and telephone.
• Respond to customer enquiries promptly and in line with agreed service levels.
• Provide accurate advice and solutions on products and services.
• Maintain accurate customer records and update systems accordingly.
• Escalate potential service issues and communicate updates effectively.
• Identify opportunities to improve processes and the customer experience.
• Achieve service standards and performance targets.
• Deliver a professional, proactive and customer-focused service at all times.

Skills

Verbal communication

Written communication

Telephone manner

Problem solving

Organisational skills

Independence

Teamwork

IT skills

SAP experience

Initiative

Tools

SAP

Job description

Role: Inbound Call Advisor Reports to: Customer Care Manager Location: Darlington Hours: 40 Salary: £26,538.48 We're looking for a proactive and customer-focused individual to join our team as a Inbound Call Advisor. In this role, you'll be the first point of contact for customers, providing support to any customer inquiries. You'll play a key role in resolving queries, offering advice, solutions and ensuring every customer receives a professional, efficient and positive experience. If you thrive in a fast-paced environment, enjoy helping others and take pride in delivering exceptional service, we'd love to hear from you.

What’s in it for you?

• Subsidised canteen
• Paid volunteer day
• Fantastic company discounts: Up to 80% off our stylish kitchen ranges and products
• Access to Retail Trust
• Flexible holidays: Buy up to five extra days with our holiday purchase scheme
• Wellbeing support: Access to our virtual GP service and employee assistance platform 24/7
• Lifestyle perks: Cycle to work scheme and savings on hundreds of top brands via our benefits app
• A collaborative culture built on care, inclusion, and continuous improvement

What you’ll be doing:

• Support internal and external customers via online chat, email and telephone
• Respond to customer enquiries promptly and in line with agreed service levels
• Provide accurate advice and solutions on products and services
• Maintain accurate customer records and update systems accordingly
• Escalate potential service issues and communicate updates effectively
• Identify opportunities to improve processes and the customer experience
• Achieve service standards and performance targets
• Deliver a professional, proactive and customer-focused service at all times

Who we’re looking for:

• Previous customer service or support experience
• Excellent verbal and written communication skills
• Strong telephone manner with the ability to listen, understand and respond to customer needs
• Able to remain calm and professional when handling challenging situations
• Strong problem-solving and organisational skills
• Ability to work independently and collaboratively as part of a team
• Positive, proactive and reliable approach, with a willingness to take ownership and use initiative
• Good IT skills and experience maintaining accurate customer records
• SAP experience would be advantageous
• Eagerness to learn and develop knowledge of products, services and customer solutions

Why choose Magnet?

At Magnet, we bring over 100 years of heritage, but our focus is firmly on the future. As the UK’s leading kitchen specialist, our success is driven by the expertise, insight and innovation of our people.

We’re in the middle of an exciting transformation, with a real opportunity to shape how we work, grow and deliver for our customers. We’re always open to fresh thinking and new perspectives, so even if your experience doesn’t perfectly match, we’d still love to hear from you.

We’re committed to building a diverse and inclusive workplace. If you require any reasonable adjustments during the recruitment process, please let us know.

#Magnet #LiDNI