About the job

You will be working for Total Clothing, part of the Monkhouse Group. The job is one of huge importance in delivering on one of our core values.

As Customer Services Advisor you will be the first point of contact for our customers via email and telephone, offering exceptional customer service. You will “Make the right calls” and be able to identify potential issues and work to find a solution with the Customer Journey Manager before things are escalated further. Being “in it together” to ensure “service is everything” and the site runs as efficiently as possible.

Your tasks will include:

• Delivering our “service is everything” promise in line with our “customer journey”.
• Believing there are “no limits” and going above and beyond to deliver excellent, industry leading customer service.
• Continually learn new concepts and be flexible in your work to ensure we continue performing highly and demonstrating our “no limits” company belief.
• Serve customers in our on-site shop, ensuring they receive everything they need for the start of the term in accordance with their school’s requirements.
• Process returns and exchanges through the ordering system with high accuracy
• Find solutions to problems and take ownership if an issue arises, whilst keeping the customer fully in the loop and enhancing the customer experience.

• Your attributes will include:
  

• Enjoy working on a fast paced, rapidly evolving environment.
• Be highly organised with meticulous attention to detail.
• Be self-motivated with a can-do attitude.
• Have in experience in a customer service environment (ideally from answering phones).
• Retail experience preferred but not essential.
• Love working with people!
• Strong organisation skills.
• Be flexible, we are a highly seasonal business meaning our summer months are much busier than our winter months.
• Provide excellent customer service.
• Be willing to learn new concepts and help in all areas on site when required.

What's my location?

We are located in Peterborough, a few miles from the city centre, with excellent public transport links and free parking.

We are quite unique in that our retail store, distribution center, and offices all sit under one roof making the business fully integrated.

What are my hours?

Flexibility is key!

On average we work on 37.5 hours per week with TOIL for any overtime worked during our peak season.

During our off peak season (October to March) we operate Monday to Friday, 9am to 5pm and Friday 9am to 4pm with no weekend work.

During our peak season (April to September) we operate Monday to Friday, 9am to 5.30pm and Saturday 10am to 4pm (on a rota basis).

What does my team look like?

We are a team of 18 across our DC, retail store and office.

Our motto is to 'work hard' and 'play hard'.

Other things you might like to know

• You get your birthday off!
• Unusually for retail, we close down at Christmas.
• And during our winter hours, we finish early on a Friday.
• Your salary will be subject to change from 1st April 2023 in line with National Minimum wage rate for age.