Customer Experience Associate

Customer Experience Associate

40 million people wear spectacles in the UK alone, but the optical industry hasn’t changed in more than three centuries. Products are tired, standards are poor, and glasses wearers have got used to sub-standard experiences. The reason we exist, our core purpose is to change the spectacles industry for the better and make spectacles great again.

The most important characteristic for anyone joining us is an alignment to our core values. You will be the type of person that always looks to improve things by finding a way that is simpler or simply better (Pioneer). You will be someone that takes pride in their work, always doing it properly even when you’re exhausted (Proud). And you will do all of this without ego, staying humble, accessible and empathetic (For All). 

Equally important is building an equitable and diverse workforce with the goal of building an inclusive culture with opportunities for all.  

The role

• Manage email and telephone calls for all customer enquiries in a timely and professional manner
• Processing orders, managing returns and daily reporting
• Confidently offer style advice and answer product and prescription queries
• Problem solving and ownership of any escalated issues and ensure a fast resolution
• Proactively identifying trends in customers feedback to improve our processes, product and technology
• Adhering to goals and targets set for the team. 
• Follow up with customers when necessary to ensure an outstanding experience is provided during the customers journey
• Work together with the Operations team to provide a fast order turnaround
• Offer support to our retail teams to help create a seamless customer experience 
• Report any system issues in a timely manner 
• Engage with colleagues from all other departments to ensure we are always improving our systems and service with clear communication. 

Who are you

• You must be genuinely passionate about helping people
• A highly productive, organised, self-starter who can work independently
• Forward thinker who rises to any challenge
• Have exceptional attention to detail 
• Demonstrate exceptional customer handling, interpersonal and written communication skills 
• Be an effective problem-solver and capable of managing a diverse range of responsibilities  
• You have 1 year +  experience in customer service 
• Optical experience or knowledge is preferable but not essential
• A genuine passion for spectacles, including their design and history

Some nice things you’ll get

• Complimentary spectacles, eye examinations and generous discounts
• Option to buy and sell holiday
• Paid time away for the important moments in life
• Annual season ticket loan
• Cycle to work scheme
• Aviva life assurance and Digicare+
• Subscription to Champion Health
• Unlimited You Can Now Business Skills Training

Contract:

Type: Permanent- 40 hours

Location: Office based in Brewery Road, Kings Cross, London

Salary: £13.85 per hour

Job grade: Associate Lvl 1