Customer Service Specialist

Specsavers 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. 

What you will be doing

• 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  
• 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 

What skills and experience should you have

• Experience offering customer service either in person or in a Contact Centre role. If you haven’t worked in a contact centre before, we are fully supportive with training!
• Great written communication skills
• Confident and professional phone manner and great listening skills
• Confident using Microsoft Office and customer management systems 
• Ability to work as part of a team 
• Ability to make decisions based on the information a customer has given you 

 Working Patterns 

• Full-time working pattern 37.5 hours a week, Mon-Fri 0800-2000 on a rota, weekends on a rotation
• We offer a variety of working patterns and some home working

Why join Specsavers?

• As a return for our teams’ contribution and commitment, Specsavers offers all the usual company benefits including competitive salaries, pension scheme, medical and dental care. Our total rewards package also extends to several other perks that make Specsavers a great place to work.
• Our Contact Centre offers career progression both inside and outside of our Contact Centre, with Specsavers offering unrivalled development and training opportunities