Job Description
Excited for a new opportunity? Dunelm are recruiting for Full Time Customer Service Advisors, with the added benefit of working from Home.
After all, we are the Home of Homes.
Are you someone who enjoys helping customers? Do you have previous experience of working in a busy call centre? This would be perfect for you! Dunelm strives in its customer service, can you work as part of a team and become part of our big family? Our Customer Service Advisors are responsible for all queries via phone, live chat and email. We want to shout about our Customer Care Centre (Contact Centre), it is the heart of Dunelm! We are all one big happy family, delivering excellent customer service and from the comfort our own Homes. If you’re someone who prefers to work in an office environment, you’re more than welcome to work from one of our support sites (Located in Radcliffe or Leicester).
We are proud of the impact we make for Dunelm, always putting our customers first and a key support network for all areas of our business in reaching our goals.
The Important Bits...
Our Customer Care Team operate 7 days a week and we are looking for new Customer Service Advisors to work a minimum of 37.5 hours, over 5 days a week. We have a range of shift available to cover our opening hours which are:
Monday – Friday 08:00-21.00
Saturday - 08:00-18:30
Sunday - 09:00-17:00
We will try and accommodate your shift requests, but we do expect you to be flexible where required.
It is important to know that all colleagues are expected to be trained on and able to work all inbound contact methods, so all our Customer Service Advisors are expected to take customer phone calls whilst working from home.
With this in mind, we do require our colleagues to have a quiet space to work at home with little or no distractions.
Due to the systems we use, it is also important that all applicants have a minimum internet speed of 30mbps.
Want to know more?
We could give you the same boring talk and tell you about the daily duties, but we’re different! We are looking for people that want to join our growing successful company, sharing the satisfaction we get from helping our customers and of course, having the same passion for our products and company values as we do.
Let’s face it, from time to time you may be dealing with calls, live chat and emails from unhappy customers. We agree, this is not the easiest task, however our leadership team and colleagues are always there to help and support you.
We are proud of our training programs and offer an in-depth training plan to help you find your feet in the first few weeks. We also have a great Learning and Development team who are always looking at new ways to help us with our roles, and of course you will always have the ongoing support from your colleagues and team.
As you can imagine being a forward-thinking company our drive is to always find new ways to improve our services, how to make customers journeys smoother and to keep it simple. Our Customer Care Team is forever changing and we love to hear ideas from you.
Our training isn’t just for our newest colleagues, all our colleagues receive continuous training on changes and new ways of working, alongside refreshers, online training and upskilling.
Working from Home.
As these positions will be working from home, along with these skills you'll need access to:
A mobile phone or landline
WiFi in your Home
A quiet space to work at home with little or no distractions.
We will provide you with a company laptop and headset for use in your role; the laptop will have a built-in camera as we require colleagues to work with their camera’s on during all internal company meetings, as this helps us build great team relationships and supports our stronger together value.
All training will be delivered remotely and we'll ensure you have access to the systems and support that you require to perform your role effectively.
Dunelm is committed to becoming a fully inclusive business that is representative of our customers and locations. We recognise the value in diversity and welcome applications from all candidates regardless of sex, age, race, religion, ability, gender or sexual identity, socio-economic background or education. We are committed to making Dunelm a place where everyone can enjoy a successful career and have systems in place to support all our staff. We are seeking applications from candidates who share our values and celebrate diversity in all its forms.
- Performing to the highest standards, across all contact channels, meeting all KPIs and delivering an exceptional standard of customer service in line with customer and business expectations.
- Maintain high levels of accuracy across all work streams.
- Have a full understanding and adhering to all of Dunelm’s policies, processes, and procedures to providing consistent levels of service whilst complying to business processes.
- Actively engage in 1-2-1’s and coaching sessions, focussed on improvements and achieving objectives set.
- Responsible for utilising tools available, keeping engaged in any communication, ensuring individual knowledge is kept up to date.
- Sharing ideas with peers and Team Leader, proactively being the voice of the customer, sharing any customer themes and contact reasons.
- Take ownership of personal and professional development by proactively building own knowledge, working towards clear objectives and appraisals.
- Engage in huddles to keep up to date with the latest communications to build strong working relationships with all colleagues.
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