Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. Our customers are at the heart of everything we do, and we pride ourselves on not only providing them with the most innovative and best products available, but also ensuring their customer journey is the best it can be!
With the increase in our Online demand, we are now looking to grow our Customer Care team here in Deeside. We’re looking for driven and confident individuals who love to go above and beyond to deliver the best customer service they can.
A bit about us:
- We are one of Britain’s fastest growing and most innovative retailers!
- We are committing to become the first major retailer globally to eliminate plastic packaging from all of its own brand products by the end of 2023!
- Our success is reflected in our ranking among the Best Big Companies to Work for in the UK for an amazing 11 consecutive years, including two years at Number One!
- We have been able to increase our weekly available delivery slots from around 100,000 to 750,000. Meaning we have been able to provide more slots than majority of the big supermarkets!
Purpose of the role:
As a Customer Care Advisor or a Senior Customer Care Advisor, you will play a key role within our Contact Centre, talking to new and existing customers and helping them with their queries, delivering excellent service and taking personal ownership of their issue. You will be helping customers via telephone, email, and social media so an adaptable mindset is a must! If you are customer focused, ready to go above and beyond, treat customers with fairness and positivity then this is the role for you!
You will be working 37.5 hours per week on a rotating shift pattern, including weekends. Hours can range between 8:00 and 18:30 (hours can be extended during peak periods). All training will be provided in-house.
Key Accountabilities:
- Supporting with Online Orders, Payments, in-store Deliveries, Online deliveries, Bonus Card enquiries, Store enquiries, General questions etc.
- Take ownership of your customers and enquiries
- Resolve issues in an effective and timely manner
- Be able to deal with challenging customers and scenarios
Skills:
- Excellent communication skills, both verbally and written
- Proficient with computer & Microsoft suite
- Be able to work well under pressure and be able to multitask
- Telephony/Contact Centre experience
- Ability to be proactive and reactive to changes
- A passion for Customer Service is a must!
Benefits:
- 33 days holiday
- 10% store discount, 30% club individual restaurant discount
- Free parking
- Overtime available
- Double discount weeks
- Highly subsidised restaurant onsite with our own Michelin Star Chef!
- Subsidised Costa onsite
- Discounted gym membership
- Charity fundraising events
- Educational sponsorship
- Enhanced maternity/paternity leave
- Long service awards
- Reward & recognition
- Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!