Customer Experience Advisor

Here at N Brown, we champion inclusivity by making our customers look and feel amazing. We help our customers to express themselves with stylish products, helpful services and flexible finance.

Working here you’ll explore everything the world of digital retail has to offer — asking questions, trying new things and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, work flexibly, and you’ve got the perfect place to show your skills and learn new ones. So, if you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career and our customers’ lives. We are proud to be N Brown.

A bit about the role:

Customer Experience Advisor within Customer Operations, part of Financial Services. Helping our customers with all aspects of their account via traditional and digital channels including Facebook, Twitter and Instagram.

Things to know about the role:

Training and probation will be 13 weeks, on site at our Head office in Manchester (Northern Quarter) and once you pass your probation you'll move to hybrid working.

Shift pattern 1

Saturday 10 - 6 Tuesday to Friday 8 - 4

Monday to Friday 12 - 8

Shift pattern 2

Sunday 10 - 6 Monday to Thursday 8 - 4

Sunday 10 - 6 Monday to Thursday 12 - 8 

What you’ll do: 

• Taking ownership, investigating and resolving customer complaints and enquiries. 
• Liaising with customers in a professional and courteous manner via telephone (inbound and outbound), email, letter and social media. 
• Liaising with key stakeholders across the business. 
• Supporting offline teams and telephone enquiries/sales when required. 
• Ensuring that every customer experience is a positive one by exceeding customer service expectations. 
• Showing empathy and understanding whilst solving problems, handling complaints and resolving queries in a timely and professional fashion. 
• The ability to work without close supervision, including at home, on portable equipment. 
• FCA & Regulatory requirements – ability to accurately identify when a complaint is to be handed off to Customer Management Team (CMT), and to manage customer’s expectations around this. 
• To work within a regulated consumer credit environment, subject to SM&CR conditions. 
• Experience of drafting business level documents. 
• High level of attention to detail and accuracy. 
• Being able to adapt communication style whilst consistently demonstrating excellent written and verbal communication skills. 
• Ability to work collaboratively with your peer group and stakeholders at all levels. 

Who you are: 

• High level of attention to detail and accuracy. 
• Being able to adapt communication style whilst consistently demonstrating excellent written and verbal communication skills. 
• Ability to work collaboratively with your peer group and stakeholders at all levels. 

Your Benefits:

*       Competitive bonus scheme – we reward you when we succeed

*       Company pension scheme which we’ll match up to 5% and if you put in 6% we’ll contribute 8%.

*       Life Assurance

*       You’ll receive 24 days plus bank holidays. Your holiday entitlement increases with length of service and you’ll have the option to purchase an extra 10 days per year.

*       Amazing colleague discount scheme across all our brands

*       And loads more! For more info  https://www.nbrowncareers.co.uk/why-join/your-benefits

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group.