Customer Service Associate - Web Chat
Customer Service Associate - Digital Customer Service - Web Chat
Starting salary £18,500 rising to up to £20,000 after 12 months - plus a discretionary annual bonus subject to your performance.
Are you a great communicator? If so, then you'll make a great Web Chat Associate and we would love to hear from you!
If you've not heard of NewDay before, we're the people behind the credit cards that you get from all kinds of big brand names - the likes of Amazon, TUI, Debenhams, Topshop, Topman, House of Fraser, Laura Ashley, Burton and Miss Selfridge. And we offer our own brands of credit cards too. It's a challenging, fast-paced, supportive place to work; situated in our modern, comfortable call centre in Morley where you'll have all the support and opportunities you need to reach your full potential.
You'll be communicating with a wide range of customers through chat, social media and messaging (rather than over the telephone) as part of our Digital Customer Service Team; providing exceptional customer service and ensuring that all complaints, queries and questions are handled in the correct way - adhering to our internal and external processes and regulatory requirements - or escalated accordingly.
You'll receive a starting salary of £18,500. You'll have the opportunity to increase your salary to up to £19,000 after 6 months, then up to £20,000 after 12 months through our development programme, ASPIRE. On top of this, there's a discretionary annual bonus of 7.5% of your salary. You'll also enjoy a fantastic benefits package including 26 days holiday (plus bank holidays), a competitive pension scheme (we double match employee contributions up to a total of 8% of salary), a healthcare cash plan and life assurance, and a whole lot more. We also have an onsite canteen, free parking and a free bus service.
What to expect
You'll be responding to written digital messages from our customers, providing exceptional customer service, and handling conversations that may involve other business functions too. Handling sensitive data at times, you'll need to be accurate and have an eye for detail; after all, you'll be updating our systems and making sure information is keyed in and stored in the correct manner. A big part of your role will be to help us improve the way we work - you'll be the expert! You'll identify improved ways of working, and you'll even be able to potentially develop new processes that improve service and reduce costs.
We'll give you plenty of training as soon as you join us, so you won't be thrown at the deep end. You'll definitely have the opportunity to hone your web chat skills before you start speaking to our customers.
You'll work fixed shifts, 37.5 hours per week over 5 days between the hours of 08:00 - 21:00 with one weekend day as part of your shift pattern.
What you'll need
You'll need to have a few key skills to succeed in this role. Web-based IT skills with experience of written communication (email or web chat) in a business environment are a must, and if you have experience of interactive messaging with customers displaying customer services skills such as empathy and complaint management, that's even better! We're looking for people with excellent English language skills, including strong grammar, punctuation and spelling. You'll need to be able to communicate ideas and complex matters in an easy-to-understand way. Multi-tasking is a key skill here too, as you'll often be managing more than one conversation at a time.
We're looking for people with at least 3 GCSEs from grade A to C, and any previous exposure to customer service IT systems is beneficial. You'll need to be a quick typist who stays positive in challenging situations, and remains calm when several things are happening at once!
We need outgoing, lively people who are used to and thrive in fast-paced environments and can stay calm under pressure, providing our website visitors with a grade-A customer service experience.
Because of the nature of what we do, you'll also need to pass a credit, criminal record and fraud database check.
If you feel that you've got the written communication and customer service skills to knock this role out of the park, then we'd love to hear from you.