Customer Service Advisor Working (Remote)

Next Steps:

Interviews & assessment centres will be taking place from 23rd September – 27th September.

We’re sorry we do not have any flexibility on these dates, you will need to be available to attend interviews to be considered for this role.

• • Nationwide Fully Remote
  • Contact Centre
  • 37.5 hours
  • Temporary
  • Hourly rate: £11.44
    
  • Start Date: 11th November
    
  • End Date: 1st February

  What you’ll be doing:
  • Deliver an exceptional standard of customer service, in line with customer and business expectations.
  • Maintain high levels of accuracy across all work streams.
  • Adhere to all of Dunelm’s policies, processes, and procedures.
  • Responsible for utilising tools available, keeping engaged in any communication, ensuring individual knowledge is kept up to date.
  • Proactively being the voice of the customer, sharing any customer themes and contact reasons.
  • Take ownership of personal and professional development by attending regular 1:1’s and being responsive to feedback, proactively building own knowledge, skills and behaviours.
  • Engage in huddles to keep up to date with the latest communications to build strong working relationships with all colleagues.
  • If successful, you will receive three-week full training via Teams to start your role with confidence.

• How you’ll be measured:

  • Delivering contact centre and customer service advisor objectives, including call handling time, customer satisfaction scores and quality assessments.
  • Confidently navigate a variety of systems, including Salesforce.
  • Adhering to schedules and carrying out tasks as required.

Role Specific:

• You will be required to be fully flexible to work between the hours of 8am and 9pm, as well as weekends.

• All colleagues are expected to work all inbound contact channels, including Calls, Live Chat & Email.
• Proven track record of achieving KPI’s
• Strong team working skills, positively communicating to support and improve engagement

Home working:

You will be required to have access to the following:

• A Laptop and Headset (This will be provided as part of your induction)
• Consistent reliable Wi-Fi with a minimum of 30mbps speed (you will be asked for proof of this through speedtest.net)

• A private space to work at home which is free from any distractions.

If you are invited to a first-stage interview, you will be asked to email evidence of the above before we are able to progress with your application.

Want to know more?

We could give you the same boring talk and tell you about the daily duties, but we’re different! We are looking for people that want to join our growing successful company, sharing the satisfaction we get from helping our customers and of course, having the same passion for our products and company values as we do.

Let’s face it, from time to time you may be dealing with calls, live chat and emails from unhappy customers. We agree, this is not the easiest task, however our leadership team and colleagues are always there to help and support you.

We are proud of our training programs and offer an in-depth training plan to help you find your feet in the first few weeks. We also have a great Learning and Development team who are always looking at new ways to help us with our roles, and of course you will always have the ongoing support from your colleagues and team.

As you can imagine being a forward-thinking company our drive is to always find new ways to improve our services, how to make customers journeys smoother and to keep it simple. Our Customer Care Team is forever changing and we love to hear ideas from you.

Our training isn’t just for our newest colleagues, all our colleagues receive continuous training on changes and new ways of working, alongside refreshers, online training and upskilling.