Customer Serivce

About the Role

We are seeking enthusiastic and customer-focused individuals to join a dynamic multi-channel Contact Centre team. This is a fantastic opportunity to work in a fast-paced environment where delivering exceptional customer service and driving sales are at the heart of everything we do.

You'll be part of a supportive and energetic team that values collaboration, empowerment, and continuous improvement. If you're passionate about creating positive customer experiences and thrive in a role where every interaction matters, this could be the perfect fit.

Contract Type: Temporary (with potential for permanent placement)

Key Responsibilities

· Deliver outstanding customer service across multiple channels including phone, email, live chat, and social media.

· Handle inbound and outbound contacts, including order placement, product recommendations, and resolving queries related to delivery and dispatch.

· Achieve individual and team KPIs including efficiency, adherence, and quality standards.

· Support service campaigns and provide cover across different areas of the Contact Centre as needed.

· Ensure every customer interaction is handled with professionalism, empathy, and a commitment to delivering 100% satisfaction.

Skills & Experience

Essential:

· Excellent written and verbal communication skills.

· Ability to engage and motivate others through effective communication.

· Results-driven with a track record of meeting performance targets.

· Strong problem-solving skills and ability to make empowered decisions.

· Intermediate proficiency in MS SharePoint, Excel, Word, and Outlook.

Desirable:

· Experience coaching or mentoring team members.

· Familiarity with contact centre systems such as Elucid and Vocalcom.

· Understanding of GDPR and other compliance standards.

· A genuine interest in customer service and product knowledge.

Written Communication Focus

· Respond to customer enquiries with clarity, professionalism, and empathy.

· Adapt tone and style to suit different audiences while maintaining a consistent brand voice.

· Manage multiple live chat conversations effectively.

· Use templates and personalise responses to enhance customer experience.

· Apply BEEM principles (Brand, Engage, Educate, Motivate) in written communications.

Working Hours

Rotating shift pattern with 2 weeks' notice.

Operational hours:

- Monday to Friday: 8:30am - 7:00pm

- Saturday: 8:30am - 5:00pm

- Sunday: 9:00am - 5:00pm

Contracted hours may vary between 8:00am and 10:00pm, Monday to Sunday. Weekend availability is essential.

Training & Development

Full induction and training provided, including systems, soft skills, and compliance.

Ongoing support and development opportunities available.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.