Are you a dedicated customer service agent who prefers to type rather than talk?

If your answer is ‘YES’, we have the perfect opportunity for you!!

It’s all about you at Victoria Plum and we are looking for our next Live Chat Advisor to join our outstanding Customer Excellence Department on a permanent basis.

The Role

This homebased role plays a pivotal part in Victoria Plum’s customer service operations as one of our main channels of customer contact and support.

The successful candidate will act as the point of contact for customer interaction, feedback, and touch points through Livechat and across various social network communities, building superior customer engagement and brand awareness.

The role requires you to work towards challenging SLAs in a fast-paced environment engaging with our customers through online chat ensuring swift, accurate and inspiring engagement is delivered to achieve the Victoria Plum customer service strategy.

Who we are

Victoria Plum are one of the UK's leading online bathroom retailers supplying quality bathrooms to consumers and trade customers alike

What we can offer

Competitive salary
Pension
‍Cycle to work scheme
VP Employee discount
✂️Discounts off lots of well-known brands
Employee assistance programme
Life assurance
Online GP service
Gifts sent directly to your door from VP
Eye Care Vouchers
JUST ONE Tree donations

Roles & Responsibilities

• Assist our customers through the pre- and post-sale journey via our chat solution
• Monitor social space then highlight, prioritise, case manage and rapidly resolve service issues whether they be, sales, service or social related.
• Identify sales opportunities in the above and all media to ensure we assist all customers to complete their bathroom purchase.
• Liaise with the relevant teams to identify or pre-empt trends in reasons for contact, highlighting to appropriate stakeholders.
• Be the day-to-day service link for the Customer Service Management Team.
• Improve customers’ experience by ensuring that Chat responses are fast, engaging and in line with our brand values
• Identify own development needs and engage support where necessary to drive own development to achieve KPI’s and full potential within the role.
• Engage with immediate and wider teams to share best practice.
• Always ensure an up-to-date knowledge with company policies, procedures, initiatives, and promotions. With the ability to explain these to customers with confidence.

• Deliver real-time insight about level/tone/sentiment of online conversations to the Management Teams as required.
• Complete outbound telephony campaigns and feedback sessions with our customers to assist with ongoing service improvement and customer service remain the strongest in social media communities.

We are looking for someone with……

• Experience of using some of the following: Web Chat Tweetdeck, Facebook, and Instagram.
• Have a proven Customer Service / Sales track record within various contact media.
• The ability to identify and complete sales opportunities, ensuring order values reflect the customer’s complete requirements.
• Have a proven track record of effective, accurate and inspiring written communications.
• Be a confident, articulate team player able to understand complex issues quickly and have impeccable attention to detail.
• Have experience representing and acting on behalf of a large brand or organisation.

Please note: The successful candidate on their first day will need to attend our Head Office located in Doncaster for an induction, equipment collection and identification checks.

At this time Victoria Plum will not be offering sponsorship opportunities for this position.

Recruitment Agencies

Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers. Any queries should be directed to [email protected] in the first instance.

GDPR

VictoriaPlum.com care about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed.