Skip to main content

Customer Service Advisor Contact Centre

Peterborough, England - Explore location Administration & Support Services Full Time

Job description

WHO YOU ARE

Here at IKEA Peterborough Customer Support Centre (Contact Centre) we are currently looking for full time Customer Service Advisors or as we say here in IKEA - Customer Resolution Generalists. At 39 hours per week and with an hourly rate of £9.50 (£19,266 PA); working hours are shift based between 7:00 am and 8:15 pm and include alternate weekends. Our customers are at the heart of everything we do and our vision is to ‘create a better everyday life for the many people’. This is a Contact Centre based role.

Do you like the sound of working in a fast paced, exciting, values-based company where we put our people first? Do you enjoy a challenge and embrace problem solving, putting customers first and have an interest in home furnishing solutions?

WHAT'S IN IT FOR YOU:

Working at IKEA, we recognise the need to look after our people and we offer a range of co-worker benefits such as:

• A co-worker discount as well as discounts at a range of high street and online retailers
• Free & Confidential Employee Assistance Program and Wellbeing Service which includes a wide range of services including financial and legal support and advice.
• A competitive pension scheme.
• Subsidised meals and free Healthy Options
• Family Friendly policies
• Free parking
• A commitment to your development throughout your career with IKEA, starting on your first day

Joining our friendly team here at the IKEA Customer Support Centre you will become part of our 400 plus team, who work to support 1.2 million customers each year where each day can bring something different.

A DAY IN THE LIFE OF A CUSTOMER RESOLUTION GENERALIST

After a period of exciting transformation, as one of our brand-new Resolution Generalists, you will engage with our customers to resolve a range of issues. Initially supporting inbound calls, you will grow and develop to manage a mix of inbound calls, emails and webchat to resolve all customer enquiries at the first point of contact.

The role also includes:
• Meeting Contact Centre standards, KPIs and service levels
• Preventative Customer Resolution administration tasks
• Engaging in daily Microsoft teams chats with your peers in order to provide and receive support
• Receiving ongoing coaching to enable you to meet and delight our customers
• Working with Microsoft Office 365, Customer Resolution management system and delivery systems.

WHO WE ARE LOOKING FOR:

You will have:
• Excellent communication skills and a passion for customer resolution
• The ability to build good rapport with customers and demonstrate empathy with a confident telephone manner
• Self-motivation with a drive to find the right solutions for our customers
• Resilience and the ability to remain calm under pressure
• Confidence and experience using IT
• Strong attention to detail
• Professionalism and an ability to work independently as part of a team-based structure
• Willingness to learn, grow and work within a changing environment

We have ensured that our office is Covid secure with lots of features to help keep you safe!

Still interested in becoming an important and valued member of our team? Then come and join us!

If you feel you tick most of the boxes, but not all of them, please don’t be put off and send us your application anyway. We look forward to hearing from you!


RECRUITMENT PROCESS INFORMATION:

First step, so we can get to know you better, please attach a covering letter & up to date CV with your application.

Second step, successful candidates will receive information about the next steps via email, you will be invited to complete a short video interview with pre-recorded questions we encourage you to complete this within 48 hours.

Third step, if successful at this stage you will be invited to complete a live video interview with one of our hiring managers. The live video interviews are scheduled to take place between 15th - 3rd October September. The start date is 25th October, please ensure you are available to start on this date.

All Candidates will receive an outcome on their application via email, so please check your email regularly for updates.

If you have any questions, please email us at: ikea.recruitmentso.gb@ingka.ikea.com and we'll be happy to help!