We have an exciting opportunity for a Customer Service 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:
At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team. As a Customer Service 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! Talk to a customer about their next subscription send; not a problem! Your most important job will be delivering 5-star service to all our customers and ensuring we resolve their queries on their first contact. As a brand ambassador, you will also support the wider business with outbound calling activities that help to add value to Majestic and our customers.
Job Specifics:
Contract Type: 12 month FTC - Full Time. Ability to work shifts (9:00am - 5:30pm and 10:30am - 7:00pm) including weekends (9:00am - 5:30pm)
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.
Key Responsibilities:
Deliver exceptional customer service across all Majestic channels; telephony, email, social media
Take ownership of all customer queries and strive to deliver the best possible resolution every time
Represent the brand. As the voice of Majestic, you’ll always provide an engaging, positive and empathetic customer experience.
Support with outbound calling activities that add value to Majestic and our customers
Achieve all key performance indicators, including excellent CSAT, quality and productivity
Ensure customer queries are dealt with promptly and in line with our service level agreements
Adhere to all legislation regarding customer confidentiality and data protection
Knowledge & Skills Required:
Proven experience working in a customer service environment
Excellent written and verbal communication skills
A passion for providing exceptional customer service and genuine empathy - a desire to deliver the best possible customer experience on the first contact
Experience driving sales through exceptional service
Experience and confidence working towards targets in a KPI driven environment
The ability to work and communicate effectively in a team
Excellent time management and organisational skills
Strong computer skills and confidence working with different technical systems
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!
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
We are proud to offer a new Agile Working Policy for Support Centre colleagues; a blend of office and home working which will include 3 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.