Contact Centre Customer Advisor – Retail & Membership

£23,400 plus excellent benefits (Work level 6C)

5 days over 7 working pattern, including some weekend working. You’ll work different shift patterns, between the hours of 8am and 10pm.
Manchester City Centre, in this role you’ll go through a 4 week training programme once you are confident within the role you’ll work in a hybrid way, splitting your time between home and coming into the office at least twice a week (find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy).

We’re looking for a Contact Centre Customer Advisor to join the Customer Contact Centre team within our wider Co-op Business Services (CBS) organisation. CBS is made up of a number of diverse teams dedicated to delivering high-quality, reliable and cost-effective business services across our Co-op. You’ll play a key role in helping CBS to support and realise our group vision of ‘co-operating to build more value for member-owners every day’.

In this role, we’ll look to you to support our members and customers across our Retail and Membership Business. You’ll be answering external calls, social media posts and emails; handling complaints and making sure that any issues are dealt with effectively. You will provide excellent customer service, making sure we get the right outcomes for our customers in the most efficient way possible. It’s about the quality of conversations and making sure our customers, member-owners and colleagues always get the personalised service we strive to deliver.

What you’ll do

• Use a number of systems to manage inbound queries from customers, members and colleagues
• Deliver a high-quality customer experience through various channels, including phone, email, social media, web-forms, and letters
• Use your initiative to decide on the best approach for each case, raising more complex issues to other teams and senior colleagues
• Identify ways to improve our products, systems, and process

This role would suit people who have

• Previous customer service experience, either in person or over the phone
• Excellent communication skills with a passion for providing an exceptional level of customer service
• A high level of attention to detail and accuracy
• The ability to work well in a fast-paced environment within a high-performing team
• Good general IT skills with the ability to use programmes in the Microsoft Office Suite (Outlook, Word)

Why Co-op?

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream app – giving you access to a percentage of your pay as you earn
• YuLife app – rewarding you for exercising with discounts and vouchers for your favourite brands

At Co-op, we’re proud to do things a different way. As one of the world’s largest co-operatives, owned by millions of members, community is at the heart of what we do. Since our Co-op was founded in 1844, we’ve had a clear social purpose, and everything we do as a business helps to build a fairer world for our members, customers, colleagues, and communities.

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We’re also part of the Disability Confident scheme, meaning we’ll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We’ll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

As part of your application, you’ll need to complete an online assessment. This assessment typically takes between 45-60 minutes.

Please note that we may close applications for this role early.

Location : Manchester M60

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website