We have an exciting opportunity for Customer Contact Centre Advisor to join the UK’s largest specialist wine retailer!
Who are we?
Majestic is the UK’s largest specialist wine retailer, operating a network of over 200 stores nationwide. Founded in 1980, the company recently passed back into private ownership following the acquisition of Fortress Investment Group and has undergone an ambitious transformation and turnaround programme. The results of which are now being seen, with record market share growth, a new and improved product range, a new website and six new stores - with a pipeline for future expansion over the next five years. With no minimum purchase, the Majestic range includes over 1,100 different wines, spirits and beers both online and in-store. Majestic’s key strength is over 1,000 WSET-trained colleagues offering knowledgeable, friendly service across all channels.
The Role:
You’ll be the most valuable part of our Customer Contact Centre Team: As a Customer Contact Centre Advisor, you are the friendly face of Majestic, who will be able to help our customers with whatever query they may have. Checking the status of an order; easy! Add on a delicious bottle of bubbles to their Father-in-Law’s birthday present; not a problem! Your most important job will be delivering 5-star service to all our customers, making sure they put the phone down with a big smile on their face and singing your praises to all their friends and family. We’re known for always going above and beyond when it comes to customer service and that’s the same whether it’s in one of our stores or on the telephone. You might be thinking at this point that it’s all well and good, but I don’t know anything about wine. Fear not, the only thing you really need is to love giving 5-star customer service as we have an on-hand wine expert at your beck and call for any questions you may have. Besides, with lots of opportunities to taste wine here at our Support Centre, you’ll be an expert in no time! The impact you’ll have will go a long way to guaranteeing that when it comes to wine, there’s no better option than Majestic.
Key Responsibilities:
Answer customer enquiries via all channels - phone, email
Ensure all contacts are answered within the agreed time
Ownership of any escalated issues regarding delivery or collection, following up with the customer and logistic partners to ensure a fast resolution
Represent the brand. As the voice of eve, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience
Follow up with customers when necessary to ensure an outstanding experience is provided during the customer’s journey.
Keep customers informed of delivery updates, delays or stock shortages.
Provide excellent aftercare - sales service by processing return request in a timely and effective manner.
Deliver 5* service level of 90% or higher
Maintain SLA of answering 95% of inbound customer contacts by phone.
Maintain SLA of responding to customer inbound emails within 24 hours
Work closely with the Logistics team and follow up on outstanding order and shipping updates.
Ensure customer enquiries are dealt with promptly and in line with our service level agreements
Knowledge & Skills Required:
- Experience working in a call centre environment in retail.
- Delivery of high service level to customers
- Experience working under pressure and to targets
- Genuine empathy to customer’ queries to ensure we offer them the best possible solution first time round
- Ambassador for the brand
- Experience in working towards targets and KPIs
- IT systems knowledge
- Minimum 1 year working experience within Contact Centre environment would be a great advantage but not essential
What's in it for you:
A competitive salary & performance related bonus
Up to 20% Staff Discount
29 days holiday, including public and bank holidays and we also have a Holiday Purchase Scheme
Life Assurance (Worth 2 times your annual salary)
A contributory Company Pension Plan
Career development opportunities - we are passionate about nurturing our internal talent, offering career progression supported by our excellent in-house training schemes!
Fantastic incentives that take you around the world to explore our different vineyards.
Free parking on site with electric charging points
Access to Retail Trust which includes: Retail Rewards including Instant savings with discounted e-vouchers, discounted reloadable shopping cards, gift vouchers and gift cards, Discounts of up to 30%, Access to free counselling and support phone line
Company maternity, paternity and adoption leave after 26 weeks
Long service rewards.
Company sick pay scheme
Job Specifics:
Contract Type: Permanent
Location: Watford - Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office.
We are proud to offer a new Agile Working Policy for Support Centre colleagues; a blend of office and home working which will include a number of days working at the Majestic Office
We look forward to receiving your application! Together we are Majestic! #TWAM
On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview
No Agencies Please - We thank you for your interest in working with Majestic Wine, however, we have a PSL who will be supporting us if needed. We will not pay fees or acknowledge any CV's supplied to Majestic Wine unless you have been briefed on the role by a member of our Talent Team.