Central Customer Service Advisor

Our Customer Service Advisors are dedicated to delivering exceptional service and ensuring that all of our customers receive a WOW experience throughout their journey with us. We’re looking for a talented individual to join our close knit Edinburgh team. You will be delivering excellent multi-channel customer service, and responding to customers in a professional way that builds long lasting relationships with customers whilst meeting or exceeding individual targets. This role is based in our Central Support Office in Lasswade, and will work on a 5 days out of 7 basis with weekend days required on a rota basis.

Responsibilities

• Engaging customers in conversations to understand their needs or issues and provide them with the best possible solutions or right first‑time resolution.
• Complaint resolution that exceeds our customers’ expectations.
• Maintaining and updating our records for members of our loyalty scheme.
• Reporting & analysis of issues in order to reduce contacts per order & cost of resolution.
• Reporting & analysis of returns & replacements to highlight/resolve quality issues & damages.
• Supporting store colleagues with home delivery.
• Replying and interacting with customers on social media.
• Resolving webchat queries.
• Liaising with delivery companies to ensure the smooth delivery of orders to customers.

Who We Are Looking For

• High level of computer literacy, including Word, Excel and Powerpoint.
• Previous experience of working in a contact centre or a similar retail customer service environment.
• Strong team player, working considerately with others.
• Customer obsessed.
• Calm, focused and able to work under pressure.
• Passionate about delivering the right experience for our customers.
• First class written, editing and communication skills.
• Can demonstrate our values at all times – we’re one team, getting better everyday. We bring a smile. We live and breathe gardens. We make it work for our customers.

What We Offer

• Holiday – enjoy a well deserved break with 33 annual leave days per year (pro‑rata for part time).
• Discount – treat yourself with generous uncapped discount across our stores with 50% off in our Restaurants, 25% off in the Garden Centre and 10% off in our food halls.
• Pension – save for the future with our company contributed enhanced Group Pension Plan.
• Season ticket loans – spread the cost of travel with an interest‑free loan.
• Access to Stream – support your financial wellbeing, with ability to access earnings ahead of pay day, save for the future and financial advice.
• Access to Retail Trust – seek confidential support, access to a Virtual GP, free counselling service and discounted retail rewards with our employee wellbeing platform.
• Access to Dobbies Academy – continue your development with our eLearning platform and development programmes.
• Study assistance – invest in your professional development with funded courses and qualifications.
• The little things to keep you going through the day – free tea, coffee, and milk.
• Collaborative office space – with access to our wellbeing room, learning resources and even a book swap.
• Invites to our annual company conference, summer and Christmas social events.

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