Customer Service Specialist

For over three decades our purpose hasn’t changed: we are here to make a positive difference to the lives of all.  Through the exceptional products, services and value we offer - is what sets us apart.

We are proud of how far we’ve come as a business, now we want to see you grow with us. 

At Specsavers we promise to make you feel good, smart and cared for. To support this promise we offer competitive salaries, pension scheme, medical and dental care including a range of additional benefits that make Specsavers a great place to work.

 

Purpose of the role

 

Due to continued growth, we have multiple Customer Service opportunities within our Contact Centre. The Contact Centre is a fast-paced, multi-site, omni-channel centre managing 1 million customer contacts every year. At the heart of that delivery is making sure that however our customers choose to contact us, we make sure that their issue is resolved effectively using world class customer service skills. 

 

This role is focused on offering the best service we can to our customers every day. You will be responsible for talking to our customers, through multiple channels including phone, email and chat, identifying what they need and then working to resolve this the first time for our customers. 

 

Principal accountabilities

• Speaking to our customers and stores on the phone and resolving their queries using world class customer service 
• Responding to our customers via email and ensuring they are serviced effectively 
• Chatting with our customers on Live Chat  
• earn about new workstreams and systems and add to your customer service knowledge
• Work with your team and manager to review processes in your area and improve them with the customer in mind
• Work on your own development across all of our channels and workstreams – this will include being multi-skilled 

 

Essential skills include

• Experience offering customer service either in person or in a Contact Centre role 
• Experience handling calls, emails and chat for customers internally or externally 
• Great written communication skills 
• Confident and professional phone manner 
• Confident using Microsoft Office and customer management systems 
• Great listening skills 
• Ability to work as part of a team 
• Can manage objections 
• Ability to make decisions based on the information a customer has given you 
• Highly motivated self-starter 
• Can manage workload effectively 
• Ability to multi-skill across workstreams and channels

 

Desirable skills include

• Experience working in a Contact Centre environment 
• Experience using contact centre telephone systems 

 

Working Patterns 

• 37.5 hours a week, Mon-Fri 0800-2000 on a rota, weekends on a rotation 

 

If you can see yourself being part of this journey, apply today!  

 

Happy to talk flexible working