The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Are you passionate about delivering brilliant service and ensuring customers get the help they need when they need it most?
We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.
A bit about the job:
- You will be providing telephone support to our customers and discussing the options available.
- You will be motivated and proactive, looking for the opportunity to make a real difference to our customers’ experience.
- Answer and resolve customer queries relating to their Order Status, Delivery, or Post‑Delivery problems.
- Work with customers to bring delivery and product issues to a satisfactory conclusion for all parties.
Please check the attached job description to ensure that your skills and experiences match those required for the role. In particular, previous Contact Centre experience is essential for this role.
This is a full‑time role, based in our Norwich Head Office. Successful candidates will be required to attend the offer full‑time for the first six weeks of training. Following this, the role will move to 3‑4 days per week in the office. Upon successful completion of the probationary period, this will then reduce to 2‑3 days per week.
This role operates on a 3‑week rolling rota, with shifts scheduled between 8:30am and 6:00pm.
- You will work one Saturday every three weeks.
- When a Saturday is worked, you receive a weekday off during the same week as time off in lieu.
- Sundays are always off.
Example rota breakdown
Week 1 – Early shifts
- Monday to Friday: 8:30am – 5:00pm
- Saturday & Sunday: Off
Week 2 – Mix of weekday shifts + Saturday
- Saturday: 9:00am – 5:30pm
- One weekday off (in lieu of Saturday – Tuesday in this example)
- Sunday: Off
Week 3 – Late shifts
- Monday to Friday: 9:30am – 6:00pm
- Saturday & Sunday: Off
Skills and experience we’re looking for:
- Excellent communication skills, a great phone manner with the ability to build rapport and show empathy alongside strong listening and questioning skills.
- Talented problem solvers who think outside the box and enjoy working and learning with others around them to deliver fantastic customer service; a positive, can‑do attitude with the ability to have challenging conversations and overcome objections.
- The ability to multitask with complex systems whilst simultaneously supporting customers on the telephone.
What will you receive from us?
- 25 days holiday per year + public holidays.
- Your birthday day off.
- Company pension.
- Medical & Dental Insurance.
- Great discounts on our products – 50% personal and 25% for family & friends.
- One paid volunteering day off per year.
- Cycle to work scheme.
- Access to Health & Wellbeing guidance and support as well as a discount platform.
- Ongoing development and career progression.
Applicants should already possess the appropriate Right to Work in the UK as The Cotswold Company does not offer sponsorships.
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