Job Introduction

ArrowXL is hiring! As the UK’s leading provider of Two-Person Home Delivery, we continuously strive to make the world of delivery a better place. Our aim is to build a welcoming and friendly business that supports the local community. We store and deliver large, heavy and bulky items in pristine condition – the kind of items that typically need two attentive people to handle. Quite often these items need installing for our customers, which we also do!

The ArrowXL culture thrives on six core values:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

Please be aware that all roles at ArrowXL are subject to a mandatory criminal record DBS check.

As a Customer Services Senior Support Lead, your role involves interacting with customers, dealing with highly escalated complaints, and providing information in response to their product or service and should be able to deliver an excellent customer service and a satisfactory outcome to the consumer.

You will also be responsible for coaching, developing, supporting, and motivating team members. To provide cover for the Customer Services Team Manager as and when required, maintaining the same standards and be consistent in achieving set goals within the company guidelines.  

^{Main Responsibilities}

Role Specific:

•    Taking inbound calls and making outbound calls to both customers and company clients 

•    Providing exceptional customer service via telephone, live chat, social media, email, and written correspondence

•    Resolving highly escalated complaints in an understanding and empathetic manner, ensuring that customers are aware of ArrowXL procedures and processes.

•    To Ensure all allocation of work is allocated to advisor’s ability. 

•    Ensure all KPI’s are met and measured. 

•    Ensure all Health and Safety regulations are met, and staff are fully trained.

•    Coach, develop and motivate team members toward achieving common goals.

•    Ensure all reports to be finalised and developed in line with required deadlines.

•    To maintain and improve the standards of service offered to our clients and  customers.

•    Maintain and support all sites regarding understanding root cause of a consumer’s complaints.

•    To manage and lead a team efficiently and effectively. 

•    To take ownership and be accountable for your actions.

•    To be able to be cross functional in other roles. 

•    Be able to conduct a training session within the customer services team and delivery excellence.

People Supervision:

•    Communicates clearly so that direct reports at ‘Support’ level / front line operational roles are aware of their objectives and the standards required.

•    Resposible for ensuring the quality of the work at ‘Support’ level / front line operational roles.

•    Setting clear examples of positive behaviour which is in keeping with our values, recognising good / excellent performance whilst being clear and transparent about areas of underperformance within the team

•    Seek advice from your manager and execute such advice, concerning any improvements that need to be made to service delivery / day to day operational requirements

•    Seek advice from your manager at the right time in cases of conflict amongst the team

•    Engage and build open and honest professional and positive relationships with team members, fellow colleagues, peers, and cross functional stakeholders.

•    Effective communication and engagement within the Customer Services Team. 

General:

•    Exercises professional knowledge on specific fields, seeking advice from your manager where required

•    Uses established procedures to solve problems, using own judgement and expertise

•    Effectively manages time so that deadlines are met both individually and as a team

•    Act upon any feedback from your line manager concerning individual and / or team performance

•    Be responsible for and undertake continual learning and development both informally and formally, ensuring a clear understanding of the business and cross functional priorities.

•    Conduct agents return to works on their return from absence.

•    Provide cover for the Customer Service Team Manager as and when required. 

^{The Ideal Candidate}

Experience:

•    Experience working in a fast-paced environment, within the customer service centre.

Essential Skills and Attributes: 

•    Ability to work as a team and with moderate supervision

•    Strong communication skills

•    Strong time management skills with the ability to manage conflicting priorities

•    Strong eye for detail

•    Able to act at all times in a professional manner to the benefit of the company and maintain confidentiality at all times.

Role Specific Requirements: 

•    Honesty.

•    Empathy.

•    Confidence.

•    Initiative.

•    Attention to detail.

•    To be a team player.

•    Good communicator. 

•    problem solving. 

•    Confidential.

^{Benefits and Rewards}

• Hybrid Working Options – opportunity to work from both the office and from the comfort of your own home
• Annual Leave – 34 days entitlement (including statutory bank holidays) which increases with service
• Holiday Buy Scheme – Buy up to 5 additional days
• Enhanced Pension Plan options – Company enhanced contributions of up to a 6% match
• Private Medical Insurance – via AXA
• Life Insurance – Company funded 2x basic salary life cover from day one
• Medicash – An easy-to-use health insurance package that provides cashback towards your everyday healthcare bills
• Employee Assistance Programme – Free 24/7 confidential wellbeing support
• Progression and Development Opportunities – Department specific technical training and Internal Management Development Academies
• Staff Discount at www.very.co.uk (25% discount on designer branded clothing, footwear and home accessories with 15% off furniture, leisure and electrical items)
• Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure Centres, bootcamps and fitness studios
• Cycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discounts
• Long service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programme
• Employee of the month – Winners receive £25 voucher, certificate and Hall of fame recognition
• CEO Award of the month – Winners receive £100 voucher, certificate and Hall of fame recognition
• Departmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic gifts
• Retail Discounts – Huge discount savings in supermarkets (Asda, Tesco, Morrison’s and Sainsburys), Fashion discounts with (Adidas, Asos, H&M, Boohoo, JD and Matalan) and Technology discounts with (Apple, Argos, Currys/PC World and John Lewis), plus many more savings

Our culture thrives on Six core values that form who we are, these are:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

ArrowXL