Customer Experience Advisor

Call Centre Birmingham, United Kingdom


Position at Connect Distribution Services Limited

Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With fifty years of experience, we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Delonghi, Whirlpool, Hotpoint, Hoover and Bosch to name a few!

We have an exciting opportunity for a Customer Experience Advisor to join our ever expanding business. As Delonghi Customer Experience Advisor the role will involve:                                   

  • Representing Delonghi, through their Delonghi, Kenwood and Braun brands
  • Processing Delonghi inbound customer contacts via phone and email
  • Supporting customers and providing instructions on how to troubleshoot their appliances
  • Placing orders for failed goods covered by warranty
  • Using templates and personal responses to give clear and concise answers to customer requests
  • Taking ownership to reach a suitable resolution for all queries/concerns where possible
  • Ensuring accurate logging of customer cases to facilitate repairs via repair centres
  • Achieving all service targets
  • Interrogate customer records to establish previous interactions

As Customer Experience Advisor, It’s important you have:

  • Excellent Customer Service skills
  • Ability to prioritise and organise
  • Good communicator at all levels including the ability to negotiate
  • PC literate
  • Problem solving skills and a high level of attention to detail
  • Ability to work under pressure and meet deadlines

We would be really excited if you have:

  • Previous experience within a busy contact centre
  • Experience of working to targets, including call and quality
  • A background within a service led industry, such as distribution
  • A strong work ethic and desire to succeed!

 What we offer:

  • Free on-site parking
  • 31 days annual leave (including bank holidays)
  • Pension scheme
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Potential to win access to Football tickets for Birmingham City home games
  • Staff discounts on all products