Customer Service Advisor

WHO YOU ARE

Here at IKEA Peterborough Customer Support Centre we are recruiting for full time permanent Customer Services Advisors or as we say here in IKEA - Customer Resolution Generalists, working 39 hours per week, hourly rate £9.50, alternate weekends and shifts between 7:00 am and 8:15 pm. This role is contact centre based, hybrid working will be considered upon fulfilment of the home working criteria.

Are you looking for that next step in your career journey and like the sound of working in an exciting values-based company where we put people first?
Joining our friendly team here at the IKEA Peterborough Customer Support Centre you will become part of our 300 plus team, who work to support 1.2 million customers each year. The role of Resolution Generalist is to engage with our customer to resolve a range of issues on a daily basis. Incoming queries are varied, across multiple channels and we believe in putting the customer at the centre of everything we do.

A DAY IN THE LIFE OF A CUSTOMER RESOLUTION GENERALIST

• Mange a mix of inbound calls, emails, webchat to resolve all customer enquiries at the first point of contact
• Meet Contact Centre standards, KPI’S and service levels
• Customer resolution administration task as and when required
• Engage in daily Microsoft teams chats with co-workers in order to provide and receive support
• Ongoing coaching to meet and delight our customers
• Working with Microsoft Office 365, Customer Resolution Management System and delivery systems.

WHO WE ARE LOOKING FOR:

• Confidence and experience using IT and technology (systems)
• Experience working in a customer-focused and fast paced environment, preferably a customer support centre
• You have excellent listening skills, can easily build good rapport with customers and demonstrate empathy.
• Confident telephone manner, self-motivated with a drive to find the right solutions for customers
• High level of written communication skills - via web chat and email
• Strong attention to detail
• Resilience and the ability to remain calm under pressure
• Ability to work well within a team and independently
• You are able to behave in a professional manner in an office-based environment

WHAT’S IN IT FOR YOU:

Working at IKEA, we recognise the need to look after our people and we offer a range of co-worker benefits such as: co-worker discount, pension scheme, subsidised co-worker meals, a year-end gift, Interest Free Loan (for IKEA products), Free & Confidential Wellbeing Service and free parking.

We are committed to your development throughout your career with IKEA, starting at day 1 with comprehensive induction training. This training, followed by a period of intensive support, will give you the foundation you need to go on to achieve your career aspirations with us.

We have ensured that our office is Covid secure, we have fitted Perspex screens around all desks in addition to rigorous social distancing measures to keep us all safe. We are also offering flexibility to work from home where individuals are able to do so following their induction training and support period dependant on latest government guidelines.

RECRUITMENT PROCESS INFORMATION:

First step, so we can get to know you better, please attach a covering letter & up to date CV with your application.
Second step, successful candidates will receive information about the next steps via email, you will be invited to complete a short video interview with pre-recorded questions we encourage you to complete this within 48 hours.
Third step, if successful at this stage you will be invited to complete a live video interview with one of our hiring managers. The live video interviews are scheduled to take place between 22nd July - 11th August with 30th August start date, if successful please ensure you are available.

All Candidates will receive an outcome on their application via email so please check your email regularity for updates.

Any questions email us @: ikea.recruitmentso.gb@ingka.ikea.com and we’ll be happy to help!