Customer Service Executive

• Acting as a brand ambassador for our clients by dealing with all incoming and follow up contact with customers who have an enquiry or service request, either by phone, email, webchat, or post.
• Dealing with customer complaints, chasing customer orders and refunds, providing product information and all other customer service-related help.
• Consistently exceed customer expectations by delivering a world class customer service experience as a valued customer services executive – being knowledgeable and taking ownership to manage enquiries from investigation to resolution.
• Contributing to a culture of ‘right first time’ – What you say and what you do matters.
• Increasing customer satisfaction and loyalty by dealing with requests effectively and efficiently.
• Supporting other departments in line with business requirements.

Successful candidates for our customer services executive role must demonstrate our core competencies. The consistency with which they are applied defines our employee grades:

• Effective communication – Can communicate effectively, both verbally and in writing. Can use listening and questioning techniques to make sure that they understand what is going on and can effectively transfer ideas and information.
• Customer focus – Can provide a high level of service to customers. Has an active commitment to providing exceptional service to all key client and customer groups.
• Work as part of a team – Can work co-operatively with team members and colleagues making positive and constructive contribution.
• Respect for equality and diversity – Considers and shows respect for the opinions, circumstances and feelings of colleagues and members of the public, no matter what their position, background, circumstances, status, or appearance.
• Problem solving – Gathers enough relevant information to understand specific issues and events. Uses information to identify problems and draw logical conclusions. Makes good decisions.
• Resilience – Shows reliability and resilience in difficult circumstances. Remains calm and confident and responds logically and decisively in difficult situations.
• Persuade and influence – Demonstrates the benefits of products/services through recognising customers’ needs and presenting information that allows the customer to make an informed decision on the benefits offered.

• A passion for delivering excellent customer care and service.
• Excellent telephone manner with the ability to deal with customer queries quickly and efficiently.
• Work as part of a team, support colleagues and promote a positive team spirit.
• Approachable, friendly, positive, polite, and tactful.
• Ability to think through complex problems and arrive at workable solutions.
• Experience in complaint handling to ensure customer satisfaction.
• Good IT skills including use of e-mail and Microsoft products.

• Full support and ongoing training from our coaching and training teams.
• Apprenticeship Diploma qualifications available provided by Southampton Football Club in Customer Service, Contact Centre, Business Administration, Team Leading and Management.
• Internal progression though our structured grades with continual development tailored to your needs by our coaching and training managers.
• We actively promote from within, supporting employees to become our next team leaders, coaches, and managers.

• Full time 40 Hours – 5 days over 7 days – hours to be discussed in advance which will include working one day each weekend and one shift working until around 20:00
• Part-time roles are also available.

• Starting salary £18,304 per annum Grade 3 – plus up to £2,400 per annum call quality allowance OTE £20,704.
• Progression available based on performance to £19,552 with OTE of £21,952.
• Opportunities for career progression beyond the customer services executive role and extensive on-going training and development.
• Apprenticeship Diploma qualifications available provided by Southampton Football Club.
• 29 days holiday accruing to 33 days based on service including bank holidays.
• Company Pension scheme and Credit Union after qualifying period.
• Comprehensive employee discount scheme with everything from holidays and clothing to our clients’ products.
• Free gym membership or bike to work scheme.
• Complimentary refreshments when you are working in the office.
• Training and coaching to help you reach your full potential.
• Employee assistance program that provides professional assistance with personal issues.
• Regular staff charity events and staff parties for making memories and having fun.
• Exciting incentives and prizes with teambuilding competitions and fun days.
• Easy commute to work with great road and rail links with Romsey station nearby.
• Supportive and welcoming environment where you can be yourself which includes a relaxed dress code.

Please note successful candidates will be subject to a basic criminal records check.

To apply for our customer services executive role online, please complete the form below and attach a copy of your CV for our HR team to review.