Senior Advisor

Brakes UK; Ewloe; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Competitive salary

Staff discounts on food

Generous holiday allowance

Recognition awards

Pension

Career opportunities

Job summary

Brakes UK in Ewloe is seeking a Senior Advisor to join our busy contact centre. You will deliver excellent customer service, provide guidance to Advisors, and help maintain the company’s reputation by resolving escalated issues with timely, relevant solutions.

The role supports Team Managers, involves training and buddying, and requires hands-on leadership in a fast-paced environment. You’ll promote a collaborative, inclusive team culture while driving continuous improvement.

Qualifications

• Results oriented with strong commercial awareness.
• Coaching and empowerment culture.
• Ability to handle irate colleagues and customers.
• Proven ability to build relationships at all levels.

Responsibilities

• Handle inbound and outbound customer contacts.
• Ensure issues meet KPI targets and provide timely resolutions.
• Deliver excellent customer experience and escalate where needed.
• Support Team Managers with coaching and development.
• Role combines advisor, coaching, coordinating and quality monitoring.
• Understand KPIs aligned to service, cost, engagement and satisfaction.
• Document queries/complaints in systems and processes.
• Train nominated advisors for development needs.
• Act as SME on key area(s) systems and processes.
• Deputise for a Team Manager when required.

Skills

Results oriented

Coaching

Negotiation

Conflict management

Problem solving

Relationship building

Team leadership

Team player

Job description

Job Description

Senior Advisor - Ewloe

£28,950 plus excellent rewards & recognition

Working Full time 37.5 hours per week between the hours of 07.30 - 18.00 working weekends on a rota basis

We are currently recruiting a talented and results driven Senior Advisor to join our busy contact centre team in our Ewloe Contact Centre.

The role:

If you thrive working in a hive of activity, love the buzz of knowing that every call means a sale and enjoy enhancing the customer experience, then you’ll love working as a Brakes Senior Advisor.

The role of Senior Advisor is to work highly efficiently and effectively as a trusted advisor and expert supporting both customers and colleagues. You will provide support and guidance to ensure Advisors are enabled to provide an excellent service to our customers and to ensure the company's reputation is maintained and enhanced, this includes taking ownership of escalated customer issues and providing timely, relevant and appropriate solutions.

This role supports both the Team Managers and Operations Managers, and will be engaged in training, buddying and supporting the team. The post holder will be required to be hands on and be able to work in a fast paced and dynamic environment, therefore it is critical you are able to set a good example of professionalism.

They’re the people who make it happen for our customers – ensuring that ordering is easy, whilst upselling products that will enhance the customer experience. You’ll naturally promote and embrace our inclusive team environment and we’re sure you’ll have some fun along the way!

• Handle both inbound and outbound customer contacts.
• Ensure all issues are dealt with according to agreed KPI’s.
• Deliver an excellent customer experience, supplying fast, up to date resolutions.
• Support Team Managers with coaching and development.
• The role will be a mixture of advisor, coaching, co-ordinating & quality monitoring.
• You will understand the KPI’s aligned to our business objectives incorporating service, cost, employee engagement and customer satisfaction.
• Ensure all customer queries/complaints are documented using the appropriate systems and processes.
• Train nominated advisors as appropriate to fulfil development requirements of team.
• Act as an SME on key area(s) systems and processes.
• To deputise for a Team Manager in their absence, to ensure the day-to-day activities are carried out efficiently and effectively.

Required skills and competencies:

• Results Orientated – Confident, self-motivated and positive attitude with strong commercial awareness.
• Ability to proactively give feedback and act on feedback given – Champions a coaching and empowerment culture.
• Proven rapport builder with excellent influencing and negotiating skills.
• Experienced at handling and diffusing irate colleague and customer situations.
• Excellent problem-solving skills - Shows flexibility and adaptability for the good of our customers.
• An ability to build and maintain good working relationships at all levels.
• Leads, inspires and promotes confidence within a Team.
• A strong Team player with focus on continuous improvement

What you’ll get:

• A competitive salary
• Huge discount on all sorts of lovely food and award-winning products
• Generous holiday allowance, with option to purchase more.
• Recognition awards and Incentives
• Pension
• Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility.
• And much more…

Additional Information

At Brakes everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Brakes and we recognise that Brakes can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.

Brakes

Built on a passion for food and feeding the nation, we are the UK’s largest foodservice supplier. Every day Brakes deliver the highest quality fresh and frozen food and ingredients from our nationwide network of distribution centres to some of the nation’s most famous pubs and restaurants, as well as schools, caterers, care homes and hospitals. Our customers depend on us, and our 8,000-strong workforce is dedicated and proud to be part of this vital provision. And we’re growing!