Customer Service Live Chat

Annual Salary: £22,573 (Paid monthly in arrears)

Location: Head Quarters, Skelmersdale, WN8 9UU

Working Hours: 40 per week (on a 4-week shift rotation)

2 weeks of 08:00-16:30, 1 week of 09:30-18:00, 1 week of 12:30-21:00. Only 1 weekend in 4 worked: 08:30-17:00 Saturday and 09:30-18:00 Sunday. When working a weekend, a day off in the week is given either side of that weekend.

Annual Leave: Start of employment – 30 days (including 8 public bank holidays). On completion of one calendar year of employment an increase of 1 additional day each year up to 33 days total (including 8 public bank holidays)

Benefits of working at Victorian Plumbing!

Our customers are important, but so are our employees! We strive for our colleagues to get the most out of their working life, giving them the opportunity to build careers with genuine growth and to have a sense of purpose, belonging and wellbeing.

• Only 1 weekend worked in every 4!
• Monthly bonus! (Upon reaching your monthly productivity and satisfaction goals)
• Overtime is paid at time and a half!
• Enhanced Maternity, Paternity and Adoption pay **
• Company Sick Pay **
• Life Assurance **
• Casual dress code (to ensure you are comfortable)
• Free gym facilities onsite
• Tailored Healthcare Cash Plans available
• Amazing career progression opportunities
• Subsidised Fresh Food (including sandwiches, pasta, and salads)
• Free Tea & Coffee
• Highstreet discounts at 100’s of great retailers and well-known brands!
• EAP-Employee Assistance Programme (For you and your household)
• Sharesave/SAYE (Save As Your Earn) tax-efficient cash saving scheme

** After 1 year of employment

Customer Service Live Chat Advisor Job Duties:

We’re looking for passionate people to join us who have a desire for customer services and for putting our customers at the heart of everything they do to ensure a great customer experience. Successful candidates will deal with many different types of queries and work hard to meet our customers’ needs, ensuring full commitment to make every interaction matter.

• Engage and build rapport with customers by Live Chat
• Successful employees will also be expected deal with customers via Email or Telephone.
• Deliver excellent customer service to every customer we interact with.
• Stay up to date on new products, services, and policies.
• Promote customer feedback to ensure that best practice is recognised.
• 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.
• Maintain accurate records on company systems.
• Other duties as requested.

Customer Service Live Chat Advisor Skill & Experience Required:

• Experience within a Contact Centre or Customer Service environment.
• Computer literate with the ability to multitask and use multiple systems at any one time.
• The ability to empathise with the customer to problem solve & provide the best possible resolution.
• An ability to work as part of a great team.
• Excellent communication and literacy skills.

What happens next?

Your application will be reviewed by our team; we may give you a call to learn more about you or to discuss your CV. If we feel like we are a good match, we will arrange an interview. You can expect a one stage interview for this role.

You will start your “VP” journey by going through our 4-week training! The first 2 weeks will be spent in the classroom learning our systems, product specifications and the delivery services that we offer. The next 2 weeks will be spent doing on the job training. This means that our friendly and experienced trainer and support team will be there on hand to guide you or if you want to double check anything you have learned.

After your training is completed, this is when the fun really starts! You will move to work within one of our four teams in the department on your rotating shift pattern, and so you can plan ahead, you will get your shift pattern for the whole year in your first week of training!

Equal Opportunities:

We are an equal opportunities employer and we welcome applications from all suitably qualified persona regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; marital status; whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

We will make sure that individuals with disabilities are provided reasonable accommodation to participate in the recruitment process and to perform essential job functions. At point of contact please request accommodation. We are a Disability Confident Committed Employer.

Job Types: Full-time, Permanent

Salary: £22,573.00 per year

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme

Application question(s):

• This role is based in our Head Quarters in Skelmersdale, Lancashire, WN8 9UU - Can you regularly and reliably commute to this location? [Yes / No]

(Hybrid/Home working is not available for this role)

Experience:

• customer service: 1 year (preferred)
• call centre: 1 year (preferred)

Work Location: In person