Hoover Candy, part of Haier Europe, has undergone a major transformation in recent years, which has seen sales revenues increase to record levels. We have an exciting future vision and are currently recruiting for Customer Service Advisors to help us continue to achieve our growth plans. We are looking for passionate people who can make a difference by going above and beyond for our customers. Our Customer Service Advisors receive inbound calls from our customers who wish to arrange a repair for domestic appliances,  provide our customers with updates for ongoing repairs, chase spare part enquiries and to upsell value added services. Our talented and passionate Customer Service Advisors are based at our Bolton Contact Centre (BL2 6PU), which is close to major bus routes and plenty of shops to get your errands done.

We have taken on-board lots of feedback from colleagues about what would make them feel happy and valued and as a result we have enhanced what we are able to offer our Customer Service Advisors; we have increased our base salary; recruited a number of additional Contact Centre Team Leaders, and Service Excellence Coaches to focus on engagement, coaching and career development; worked really hard on ensuring we have a fantastic social committee who engage everyone in fun activities and incentives; improved our environment and to top that off everyone still gets free coffee, tea and fruit. To further support our colleagues, we also have a fantastic EAP scheme which includes access to financial wellbeing advice, counselling services and a host of other useful information.

**To combat COVID-19, our Customer Service Advisors have the ability to work from home whilst the government advice states that this is necessary, therefore if you were successful in joining us you may initially need to be able to train and work remotely from home.  Because of this, our Customer Service Advisors ideally need a quiet environment, mobile phone and pretty good internet connection, however if you don’t have these then please still apply but let us know and we can discuss other options with you.**

Our Contact Centre is open Monday – Friday 8am-6pm, Saturday and Sunday 9am-5pm for our customers to speak to us, that’s right, no late evenings. Our Customer Service Advisors work 37.5 hours per week between those hours and always know what they are working with fixed shifts.

Our next start date is Monday 22nd June 2020, our recruitment process is still going ahead as we have the tools to manage this remotely. By utilising technology to recruit, train and service our customers we have temporarily digitalised our Contact Centre to keep everybody safe whilst keeping up our high service levels.  

Benefits:

• Salary of £18,500 per annum with incentives to earn more
• 30 days holiday (pro rata) plus Christmas Day, Boxing Day and New Years' Day
• No late evenings
• Free onsite parking
• Free fruit delivered twice a week
• Company profit related bonus (Up to 3% per annum paid quarterly)
• A culture that rewards excellent customer service
• Staff discount on our products
• Discounted gym membership @ Thrive gym (next door)
• Employee Assistance Programme
• Membership to discounts off major high street stores, entertainment, holidays and days out
• A social committee which organises nights out and fundraising events

Knowledge, Skills & Qualifications required:

Essential:

• Experience within a customer service role – Contact Centre would be beneficial
• An excellent team player
• Highly computer literate
• Adaptable, open to change, highly motivated, tenacious and able to work well under pressure whilst achieving set targets
• Solution driven, able to adapt service approach to tailor to the customers’ needs
• Strong attention to detail as well as being extremely organised
• Ability to demonstrate high levels of customer service; building rapport and trust to secure sales compliantly
• Experience of working quickly and accurately with a range of different systems
• A thorough understanding of the customer journey
• Ability to organise own time and to prioritise when faced with multiple tasks
• Excellent communication skills; both written and verbal
• Good numerical ability
• Motivation to provide excellent customer service
• Reliable and punctual

Desirable:

• Experience of working within a contact centre environment
• Experience working in an FCA regulated environment
• Knowledge of white goods market
• FCA accreditation
• Sales qualification
• NVQ in customer service

Our Customer Service Advisor role is based at our Bolton Contact Centre. Commutable locations include Bolton, Bury, Farnworth, Wigan, Walkden, Swinton, Greater Manchester, Salford and Lancashire

Our commitment to diversity and inclusion helps ensure the ideas, perspectives and experiences of individual employees support a culture of learning and attract world-class talent. We welcome applications from all sections of the community and candidates will be equally assessed and selected based on objective criteria.

Hoover Candy reserves the right to close the role prior to the advertised closing date should a suitable applicant be found.

INDCSS