Customer Service - Guide Dog Specialists

  • Location
    Loughborough, Leicestershire
  • Salary
  • Category
    Industrial & Manufacturing and Production - Food, Drink & Tobacco
  • Job type
  • Industry
    Industrial and Manufacturing
  • External Reference

I have a new opportunity for a Guide Dogs Customer Service Specialist to join a global FMCG company, currently working from home.

£90 per day

WFH due to covid

Monday - Friday with occasional weekend work

6 month contract with the possibility of being extended/ongoing

The Role:

Customer Experience

  • To manage all owner queries promptly, demonstrating our contact centre values at all times by providing first contact resolution where possible to deliver a first-class experience

  • Take ownership of the owner's situation, following it through to a successful conclusion and escalating where required.

  • To update the owner's account and case notes after every contact and use the appropriate documents/systems to enable accurate reporting statistics

  • Liaise with Guide Dog's central office re order resolution for orders placed centrally, or on overall performance / customer satisfaction feedback. Continuous feedback loop required.

Team Working

  • Participates and supports as an individual and a team member to exceed team and business objectives.

  • Ability to effectively interact with team members and stakeholders at all levels of the organisation.

Performance Monitoring

  • Note trends and report on the performance of the consumer journey, providing vital feedback to help make the ordering and delivery process as smooth as possible for guide dog owners.

  • Diagnosing issues and finding solutions to resolve. Continuous improvement mindset required.

  • Uses systems competently to keep both consumers' accounts and own records accurately updated.

  • To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practice and Company policy.

Qualifications, Knowledge & Experience:

  • A genuine passion for service demonstrated through taking ownership and problem solving

  • Be a Pet owner or will have worked with animals in some capacity

  • Customer service/contact centre experience of +6 months

  • Excellent listening skills and natural empathy

  • Strong communication / telephone / written skills and relationship management

  • Resilience, understanding and patience

  • Keyboard skills and intermediate knowledge of Microsoft Office including excel

  • Educated to GCSE/O level

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Jade Dunn