Customer Service Senior Advisor - Maternity Cover

Main Responsibilities

Working as part of the Customer Service team, you will be responsible for supporting the team in receiving, logging and responding to all retailer distribution claims and general queries and issues.

Key Activities include;

• Support the team in their areas of responsibility with logging retailer Distribution Claims and retailer queries and issues.
• Ensure all retailer claims, queries and issues are dealt with efficiently and effectively.
• Communicate clearly to retailers, show empathy and work to build a trusting relationship.
• Ensure the Consumer Queries via letters, emails and phone are kept up to date and within the process
• Field and escalate issues to the required level and the CST manager when required.
• To work consistently and reliably to meet Retailer expectations and help to resolve any problems the Retailer or the team may have in a prompt and efficient manner.
• Field Retailer Distribution claims and log full details
• Field retailer queries, issues and log full details.
• To monitor claims, issues, queries and their resolution, ensuring the Musgrave GB service standards are met.
• Resolve queries where possible or if necessary, escalate issues to appropriate departments.
• Monitor escalated queries to ensure they are closed out within agreed service levels.
• Monitor rejected claims to ensure they are communicated to retailers.
• Ensure that the claims policy is adhered to.
• Escalate issues to the Customer Service Team Manager, if appropriate action is not taken.
• In the absence of management ensure appropriate team deployment.

You will need

Understanding of Microsoft applications: Outlook, Word, Excel and PowerPoint.

Operating at all levels within a customer facing organisation.

Able to live and demonstrate the Tesco/BRP values.

Ability to plan, prioritise and approach each issue in a structured manner.

Excellent communication skills with the ability to remain calm in stressful situations.

Results-oriented, able to take ownership of problems through resolution

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

Apply now >