Who we are
As a worldwide retailer of modelling and hobby products, we have customers as far flung as Australia, some of whom we even see here in our store.
We balance an effective multi-channel retail operation, involving our store in Liverpool, a telephone mail order operation and a busy website. Interactions with customers can be anything from face to face transactions in store, to chatting with customers on the other side of the world through our website.
The Roles
The Contact Centre Assistant role is based around ensuring our mail order customers experience the highest level of service from us. As a retailer for over 65 years we have many loyal customers as well as new ones that we aim to please.
Location of role is Widnes (WA8 8FZ)
Working 5* 8 hr shifts Mon - Sun between the hours of 7am - 9pm
37.5 hours per week
These are permanent positions, subject to probation period of 6 months.
Contact Centre Level 2
Main duties are the same regardless of the shift:
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Level 1 duties (see below)
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Help other staff and assist with training and support
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Record team and individual performance stats
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Handle courier claims and replacement parcels
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Issue Refunds
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Stand in for Deputy Team Leader when not present
Rate of Pay : £7.50 - £8.25 per hour
Contact Centre Level 1
Main duties are the same regardless of the shift
Whilst the focus is on mail order, we involve all our Contact Centre staff in the following areas: serving shop customers; stock handling; helping fulfil mail orders.
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Handling telephone orders
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Handling telephone enquiries and solving problems for customers
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Answering email enquiries
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Online Support (Live Chat)
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Offering advice on our products
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Entering post orders and handling returned items
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Amend and merge invoices
Rate of Pay : £7.00 - 7.50 per hour
Who we're looking for
The individual we seek should be dedicated to ensuring our customer experience is the best that we can offer. They should show a willingness to get involved in the business and help to inspire and create the values that we take forward into the future
Previous knowledge of our products is not necessary, but product knowledge is important to our customer base. Therefore candidates need to be willing and able to learn about our products, so that they can offer the advice that our customers are looking for.
Customer service experience is essential.
For Level 2 positions: