Job Description Customer Services Advisor

Transcription

1 Job Description Customer Services Advisor

2 Company Summary: Pure Collection started in 2002 initially focusing on cashmere knitwear predominantly for women. Today we sell over 300,000 pieces a year and are the largest independent mail order cashmere retailer in the UK with boutiques in Tunbridge Wells, York, Reigate, Guildford, Marlow, Northcote Road, SW11, Chichester and concessions in John Lewis. In 2007 the business launched a range of stylish women s wear in response to growing requests from customers. This collection of clothing and accessories complement the cashmere and are designed with the same luxury philosophy as the cashmere collection. In 2013 the turnover reached 31m from a database of 300,000 customers. From the beginning Managing Director Nick Falkingham s mantra has been to offer the finest quality cashmere in contemporary designs at sensible prices. The business has evolved from a classic start up to a professional, dynamic, fast paced and highly respected organisation in the industry led by an established team of experts and professionals. It's fair to say that the top team is highly qualified and have been recruited with the next stage of development in mind (i.e. a 60m- 100m turnover multichannel, multinational organisation). Based in Harrogate in North Yorkshire a beautiful spa town near to the dales with plenty of sophisticated shops and restaurants it has helped to attract some of the best talent. (To find out more about Harrogate see attached document) To find out more about the organisation s story, see our company website.

3 Title: Customer Services Advisor Reporting to: Customer Services Team Manager Direct Reports: 0 We believe our Customer Service Department is exceptional. Our people are our greatest asset and we are therefore seeking a very special caliber of person to join our existing team. Key Responsibilities To act as an ambassador for Pure Collection by providing outstanding customer service at all times, regularly surprising and delighting customers by under promising and over delivering. Key Activities To represent Pure Collection at all times in a positive and professional manner. To put our customer at the center of all we do and say, ensuring the best possible customer experience at every touch point. To continually seek to understand our customer, our products and our business. At every opportunity, to actively seek to understand our customer s need and provide the most appropriate solution in the most efficient manner and timescale. To accept inbound calls from our customer, dealing with her queries or orders. To make outbound calls when requested. To willingly accept responsibility and ownership for every call, following it through to the best conclusion. To capture customer comments and ensure all suggestions are passed on to support our business To work towards individual targets whilst contributing to and being part of the wider Customer Service Department Team. To actively observe the company s Health & Safety Policy Any other duties commensurate with the level of the role

4 Ideal Experience While previous Contact Centre experience is not essential, it would be expected that you can demonstrate an understanding of and experience in a customer service and/or sales role. Ideal Characteristics Passionate about customer service Able to stay calm and productive under pressure Able to work as an individual or as part of a team An excellent communicator with the ability to establish genuine rapport Good organisational skills Willing to accept constructive feedback to continually improve performance and to proactively participate in our Learning & Development programme Personal attributes: Enthusiastic and naturally positive in approach a real can do attitude A reassuring nature and an encouraging temperament Accurate with a desire for good attention to detail Professional while still warm, approachable, bright and bubbly Able to converse with customers and colleagues at all levels

5 Our Core Values, location and Contact Details

6 Our Core Values At Pure Collection we live and breathe our core values. They are the glue that cements our culture together and they help us achieve great things. Integrity and Respect We demonstrate honesty and fairness in every action we take. Customer Experience The customer s needs and wants and our brand values are always at the heart of everything we do and say. Innovation To enable us to continually excite our customer we adopt a pioneering spirit, we embrace change and we encourage creative thinking in all areas. Accountability We accept responsibility for our actions and decisions as a team of individuals. People We seek opportunities to develop our people and provide tools, support and the environment to help individuals reach their potential. Personality We are naturally positive, enthusiastic, passionate, straightforward, warm and friendly.

7 Our Location We are based close to the centre of the beautiful Yorkshire spa town of Harrogate. If you are not currently living somewhere commutable to us, we have put together 10 reasons why you will love to live and work here. Yorkshire is known as God s own country and is quite simply a great place to live and work. Harrogate is widely known as the UK s most popular spa town, and we believe it is the jewel in the crown. Harrogate offers the best of both worlds, the sophistication of urban living along with the beauty of the Yorkshire Dales and the North Yorkshire Moors. It really is an ideal place to live and work. We have excellent rail links to York and Leeds (dubbed the Knightsbridge of the North) and we are only ten miles from Leeds Bradford Airport. Harrogate is a much sought-after residential area with many beautiful period and modern properties. These are found both in the town centre and in the easily accessible, highly attractive outlying villages and towns, all offering the cachet of North Yorkshire living. The commute from many of the outlying villages into Harrogate makes a welcome change to city life. A tractor or a family of ducks crossing the road may delay your journey by a few minutes and, although the very centre of Harrogate is not without its parking and traffic problems, life is friendlier, more family orientated and the Yorkshire triangle (York, Harrogate and Ilkley) contain some of the best properties and locations that the county has to offer. Harrogate boasts first-rate schools in both the state and independent sector, providing excellent choice and quality. We have a thriving retail and cultural scene with many independently-owned art and craft galleries, along with high end retail names and individual boutiques sure to satisfy even the most discerning shopper. Since the discovery of the first water spring in the 1500s, Harrogate has held a fascination for residents and visitors alike who can enjoy its magnificent architecture, beautiful parks, gardens and tree-lined streets as well as the much-loved Stray 200 acres of town centre grassland protected by its very own Act of Parliament, within walking distance from the Pure Head Office. In Harrogate you can relax in the utterly magnificent Victorian Turkish Baths, take in the glories of the Royal Horticultural Society s Harlow Carr Garden and finish the day off in true Harrogate style with a Fat Rascal afternoon tea in Betty s Tea Rooms before soaking up the ambience of Harrogate s thriving theatre. There are also 5 Michelin starred restaurants in the county as well as a fine choice of other restaurants and bars in a nutshell, it s very easy to enjoy just being here. It really is a great place to call home and we are sure that once you get here you really won t want to move!

8 Contact Details Lesley Barrett HR Administrator Phone No

9 Thank You