Second Line Advisor
Posted 10 days ago
- Aston, Clwyd
- Any
- External
- Expires In 3 months
Here at Iceland were different. We care. Were not a dull stuffy corporate. Were one big team. A diverse group of people who get stuck in and work together. If this is how you like to work then please read on.
Overall Purpose:
Deal with incoming work from several different channels from across the business. This is a customer focused role to ensure they have a smooth shopping experience within our stores and on our website. Work involves 2nd line activities that deal with customers, stores, internal departments, fleet teams, online and financial information in the form of online payments and disputes. Investigate issues using internal systems to form logical conclusions to feedback to customers or forward on to our development team for further investigation and resolution. To also help our Core and Food Warehouse stores run Online Deliveries smoothly.
Key Accountabilities
Offer advice and assistance to the offshore Contact Centre
Escalate issues that impact customer functionality immediately
Supporting our customers with online platforms and app queries
Supporting stores and front line staff with operational issues
Supporting the business with logical conclusions for payment disputes
Understanding importance of all tasks the team deal with and their impact to the company, customer and our commercials
Daily use of Salesforce, Braintree and PayPal platforms
Basic knowledge of Microsoft office applications
Skills:
System and process understanding
Innovation in processes and for customer experience
Monitor, update and escalate issues
Clear communication methods
Able to prioritise the most urgent tasks in a busy and energetic work environment
Thrives under pressure
Benefits Package:
15% discount in Iceland and Food Warehouse stores
30% discount at Club Individual Restaurants
33 days holiday, increasing with service up to 38 days (including bank holidays)
Pension (NEST)
Free onsite parking
Onsite electric car charging ports
Subsidised staff restaurant with a Michelin Star Chef and a subsidised Costa Coffee
Bupa Healthcare Cash
Access to savings, discounts and cashback.
Christmas vouchers & Christmas Savings scheme
Refer a Friend Scheme
Long service awards
Discounted gym memberships
20% off full price items at DD Clinical
TPBN1_UKTJ
Overall Purpose:
Deal with incoming work from several different channels from across the business. This is a customer focused role to ensure they have a smooth shopping experience within our stores and on our website. Work involves 2nd line activities that deal with customers, stores, internal departments, fleet teams, online and financial information in the form of online payments and disputes. Investigate issues using internal systems to form logical conclusions to feedback to customers or forward on to our development team for further investigation and resolution. To also help our Core and Food Warehouse stores run Online Deliveries smoothly.
Key Accountabilities
Offer advice and assistance to the offshore Contact Centre
Escalate issues that impact customer functionality immediately
Supporting our customers with online platforms and app queries
Supporting stores and front line staff with operational issues
Supporting the business with logical conclusions for payment disputes
Understanding importance of all tasks the team deal with and their impact to the company, customer and our commercials
Daily use of Salesforce, Braintree and PayPal platforms
Basic knowledge of Microsoft office applications
Skills:
System and process understanding
Innovation in processes and for customer experience
Monitor, update and escalate issues
Clear communication methods
Able to prioritise the most urgent tasks in a busy and energetic work environment
Thrives under pressure
Benefits Package:
15% discount in Iceland and Food Warehouse stores
30% discount at Club Individual Restaurants
33 days holiday, increasing with service up to 38 days (including bank holidays)
Pension (NEST)
Free onsite parking
Onsite electric car charging ports
Subsidised staff restaurant with a Michelin Star Chef and a subsidised Costa Coffee
Bupa Healthcare Cash
Access to savings, discounts and cashback.
Christmas vouchers & Christmas Savings scheme
Refer a Friend Scheme
Long service awards
Discounted gym memberships
20% off full price items at DD Clinical
TPBN1_UKTJ