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. If this is how you like to work then please read on.
An opportunity has arisen, for a 2nd Line Team Advisor.
Overall Purpose:
Deal with incoming work from several different channels from across the business. This is a customer focused role to ensure they have a smooth shopping experience within our stores and on our website. Work involves 2nd line activities that deal with customers, stores, internal departments and financial information in the form of online payments and disputes. Investigate issues using internal systems to form logical conclusions to feedback to customers or forward on to our development team for further investigation and resolution.
Key Accountabilities
- Offer advice and assistance to the offshore Contact Centre
- Having tenacity when dealing with issues
- Escalate issues that impact customer functionality immediately
- Understanding importance of all tasks the team deal with and their impact to the company, customer and our commercials
- Supporting stores and front line staff with operational issues
- Basic knowledge of Microsoft office applications
- Daily use of Salesforce, Braintree and PayPal platforms
BEING PRODUCTIVE AND EFFICIENT
- System and process understanding
- Innovation in processes and for customer experience
- Monitor, update and escalate issues
- Clear communication methods
- Able to prioritise the most urgent tasks in a busy and energetic work environment
This role requires shifts 5 out of 7 days, with weekends included, hours vary from: During the week 07:00-15:00, 08:00-16:00, 09:00-17:00, 10:30 – 18:30 .
Every other weekend – either 07:00- 15:00 or 10:30 – 18:30 (this may increase over Christmas due to extended operating hours for the CC).
Make a difference to your career, we expect a lot but you’ll get a lot back in return. We will help you grow and develop your career and give you the freedom to show that you really care.
Alongside this we can offer you:
- 15% discount in Iceland stores
- 30% discount at Club Individual Restaurants
- 33 days holiday (including bank holidays)
- Pension (NEST)
- Free onsite parking
- Onsite electric car charging ports
- Subsidised staff restaurant and Costa Coffee
- Access to savings, discounts and cashback through Reward Gateway
- Christmas vouchers
- Refer a Friend Scheme
- Christmas Savings scheme
- Discounted dry cleaning
- Long service awards