• Profile

Customer Service Resolutions Advisor

Customer Service
Salary Details:
Competitive Salary plus Quarterly Bonus
About The Company
Wren Kitchens is a truly passionate, family-run business, dedicated to delivering success with our strong commitment and loyalty to customer experience. In less than ten years we have become the UK’s largest kitchen retailer. And with over 80 showrooms nationwide, we will continue major expansion in the future.

This year also saw Wren named as Number #1 retail company to work for in the UK. In addition to this, the Telegraph recognised us as the fastest growing bricks and mortar retailer with annual sales of over £500m and the Sunday Times ranked us as the 12th largest privately-owned company in the UK.
About The Role
Due to our continued success and our rapid expansion plans in 2019, we are looking for a Customer Service Resolutions Advisor to complement our customer service department. The Customer Service Resolutions Advisor will be responsible for ensuring they deliver excellent customer service whilst achieving both personal and department targets.
Main responsibilities:
  • Handle internal and external customer queries through various channels of communication
  • Achieve department targets and expectations in line with agreed SLA's
  • Deliver exceptional levels of customer service and satisfaction
  • Resolve issues by owning each customer you deal with
  • Pro-actively resolve potential customer issues
  • Work as a team to achieve the weekly targets and execute first call resolution where possible
  • Provide all Wren customers with an exceptional customer service experience and build relationships
  • Assist stores with queries / concerns relating to the internal system or processes quickly and effectively
  • Offer problem solving solutions and follow up with customers / departments with a ‘can do attitude’
  • Accurately recording information at all stages of the customers process to ensure records are up-to-date
  • Identify and report on any processes that result in a poor customer experience
What Wren offer:
  • A highly competitive basic salary plus a quarterly bonus incentive
  • Free on-site Gym for all employees to use
  • Free on-site parking
  • Smart Casual dress code as well as dress down Fridays - every Friday
  • A relaxed working environment with many fun event days throughout the year
  • Fantastic opportunities for career progression
About You
Desired skills and knowledge:
  • Complaint handling experience
  • Knowledge of Alternative Dispute Resolution (ADR)
  • GCSE level C or above in English and Maths
  • Strong communication skills - both written and verbal
  • Good IT skills
  • Customer Service experience
  • Ability to work independently and within a team environment