Customer Care Team Mate (12 Month Mat Cover)

The Role - Mat Cover Role until November 2027

New Look prides itself on giving outstanding Customer Care to all its customers.

Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.

At New Look Customer Care, we're committed to:-

Showing our customers that we genuinely care

Making it easy for customers to get answers to their questions

Adding value back into the wider New Look business

Our Advisors (known internally as Team Mates) are responsible for helping our customers via a variety of channels including live chat, social media, email and voice.

Through your conversations with customers, you'll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.

WHATS IN IT FOR YOU

40% staff discount plus friends & family discounts throughout the year

Access to our reward platform for external discount and offers

Private pension scheme

Virtual GP access for you and your children - it allows you to speak to a doctor at a time and date that suits you

All employees are covered by our life assurance policy from day one

Unlock extra leave with our buy more holiday scheme.

Celebrate YOU! Enjoy an extra paid day off on your birthday each year

Enhanced maternity, paternity and adoption leave, and shared parental leave (after 2 years'service).

Spread the cost of your commute with interest-free season ticket loans

Do your bit for the environment and save money with our Cycle2Work scheme

We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

What you'll be doing:

Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team

Use your engaging personality to create personalised responses to customer queries via live chat, social media, email and voice

Treat our customers as your friends and make it easy for them the answers they need

Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer

Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible

Spot trends and serious/sensitive issues and escalate as appropriate

Take a genuine interest in customer feedback about the service you've personally provided and work with your Team Leader on any areas for improvement

Share ideas and suggestions to management and positively challenge things that cause issues for our customers.

Who you are:

Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre

Genuinely passionate about working with people; customers and colleagues

Willingness to put customers first coupled with the ability to balance customer and business needs

Able to focus on what can be done rather than what can't be done

Excellent all round communication skills

High energy levels with the ability to work under pressure and to tight deadlines

Able to build positive and constructive relationships with key stakeholders

PC literate