Customer Service Advisor - Full Time (39 hours per week) - Remote Working Available - 39 hoursFull-time, £23,200 - £23,200

Pets and Customers are at the heart of everything we do and this ensures they receive the great service they deserve. We're looking for passionate people to join us and work in our Customer Services Team where, whether working remotely or in our Support Office, you will deal with many different types of queries and work hard to meet our customer's needs. We are committed to making every interaction matter.

There is a requirement to be flexible and adapt to the ongoing changing business needs of the Customer Services Team. In order to be successful in the role, you will be responsible for the following;

• Engage and build rapport with customers either by Live Chat, Social Media or Telephone


• Deliver Excellent customer service to each and every customer we have interaction with


• Answer inbound calls from stores and customers


• Stay up-to-date on new products, services, and policies


• Collect and report customer feedback to ensure that best practice is recognised and maintained


• Achieve company and individual Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)


• Engage with customers in a friendly and professional manner while actively listening to their concerns


• Offer support and solutions to customers in accordance with the company's customer service policies


• Other duties as requested, Colleague discounts for all Pets at Home Group brands within our Pets at Home stores, The Groom Room, Vets4Pets and online.



• Discounted pet insurance as part of our ongoing partnership with Petplan®



• We want our colleagues to share in the success of our business, which is why we offer two fantastic discretionary share plans (subject to approval) to all store colleagues within our stores and groom rooms. An award of free shares each year; and access to join our Sharesave scheme for colleagues to save a chosen amount of money every month for 3 years to purchase shares at a 20% discounted share price.



• Access to our Cycle to Work scheme to buy a tax-free bicycle, equipment, or both.



• There are lots of savings and discounts to be made on your everyday purchases with over 800 retailers and services in-store and online through our benefits platform.



• We provide you with support, information, and valuable links to manage your financial wellbeing. These include money tools, a budget planner, a loan calculator, financial information on budgeting, spending, credit and borrowing, links to financial support, financial aid, and easy access to savings and loans.



• We also provide you with tools, articles, helplines, and support to help you manage your mental, physical and emotional wellbeing.



• A free and confidential Employee Assistance Programme (EAP) includes access to counselling and information on managing mental health, self-care, managing stress, domestic abuse, loneliness, low self-esteem, bereavement, relationship breakdowns, and much more.


• Life Assurance for all colleagues. We don't like to think about it. Still, it's good to know that we provide financial security for your chosen beneficiaries in the unfortunate event of your death.
  
  Experience within a Contact Centre or Customer Service environment


• Computer literate with the ability to multi task and use multiple systems at any one time


• The ability to empathise with the customer to problem solve & provide the best possible resolution for the customer


• An ability to work as part of a great team


• Excellent communication skills
  
  At Pets at Home, we have an ambitious plan to become "The Best Pet Care Business in the world", and a key part of delivering this in a sustainable way will be our most cherished assets: our People and our Culture. We are a business built on strong values and behaviours which guide everything we do. These are the foundations that will help us to deliver Our Better World Pledge, to create a better world for pets and the people who love them.


We are delighted to have recently won "Best Place to Work" and "Best Retailer" at the Retail Week Awards! These are prestigious awards within the Retail Industry, and we couldn't be prouder to be winners. We were also shortlisted in three 2021 Personnel Today Award categories, including "Employee Benefits Award", "Family Friendly Employer of the Year", and we were also winners of the "HR Team of the Year award"!

The Pets at Home Group includes over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. It's fast-paced, innovative, fun, and we put people at the very heart of everything we do. Our culture is friendly and inclusive. Each one of our teams is unique because we welcome everyone, and everyone can be themselves. If you share our belief that together 'we're better with pets', we'd like to hear from you, whatever your background or circumstances.


• Full 'Step Up' training programme in line with our stores


• Opportunity for progression within the team inclusive of salary increases


• Opportunity for Level 2 Apprenticeships in Customer Services


• Nutrition training


• Specialist training sessions - Small animal, reptile, aquatics etc.


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  Hours of Work:
  
  Our operating hours are Monday to Friday 9 am - 8 pm, Saturday 9 am - 7 pm, Sunday 9 am -6 pm. Applicants must be able to work a 2-weekend shifts out of 4
  
  Your Benefits
  
  We reward and recognise our colleagues in ways that matter to them.
  
  Our benefits reflect our support of your mental, emotional, and financial well-being, both now and in the future. Here are some of our benefits which may be available to you:
  
  
• A discretional annual bonus scheme available to all hourly paid store colleagues



• Paid Holidays: all colleagues will receive at least 28 days paid annual leave, which will rise to 33 days after 2 years (this includes 8 bank holidays and will be pro-rata calculated on your contracted hours.



• The company will contribute at least 3.5% of your salary to your company pension plan, and most colleagues can also take advantage of our salary sacrifice pension scheme too.



• Refer a friend. If you recommend a role to someone you know, and they are offered and accept the role, you will receive £250 per placement.



• We've given all colleagues access to recognise and celebrate your teams and colleagues' achievements through peer-to-peer e-cards on our online recognition and benefits platform. You can also nominate your colleagues or teams to win colleague or team of the month!



• Enhanced maternity, paternity, adoption and shared parental leave.



• An additional day's paid leave for your Birthday.



• An additional day's paid leave to welcome your new pet into your family, which we like to call your "Pet-ernity" day! (if you have a new dog, horse, or cat in the family)



• An additional day's paid leave to carry out Your Better World Pledge day, which enables colleagues to provide significant value and non-financial support to pets, people and our planet within their local community.



• An additional week's paid leave (pro-rata) to celebrate your wedding or civil partnership.



• A gift from us if you are expecting or adopting a baby.



• Long service awards and gifts to celebrate service anniversaries between 5 - 30 years.