- Full Time
Returns Advisor Based: Lympne, Kent, CT21 4LR Salary: &163;20,404.80 per annum. &43; quarterly performance related bonus scheme Contract : Full Time (45 hours/week) Benefits: Pension, Increased Holiday with Length of Service, Employee Discounts Scheme, Employee Assistance Programme Do you have the ambition, vision, and talent to take your career forward with a fast-growing business? Do you want to make a difference, a real difference? If so, this is a great opportunity to join the team at FFX. Since we started in 2003, we have become one of the UK’s largest independent suppliers of high-quality tools, fixings and building supplies. We need you to play a key role in our future by providing our customers with an exceptional level of service by dealing with all calls, emails and returned orders effectively, efficiently, accurately, and promptly. This will include managing your workloads in accordance with department SLA’s and ensuring there are no broken promises to customers whilst taking responsibility for every customer contact in line with our company vision of "the widest range of products, delivered quickly with great service, readily available and offered at a truly competitive price". You will be self-motivated to achieve great results across a number of KPI’s whilst playing an active role in recognising opportunities for improvements to your own performance and department efficiencies. Responsibilities • To play an active role in contributing to the team and department targets across a number of KPI’s • To be flexible in working arrangements to ensure customer demands and business needs are met. • To ensure all promises made to internal and external customers are fulfilled, recognising queries reaching an agreed SLA timeframe and prioritising. • To take responsibility for resolving any customer issues, demonstrating a "nothing is too much trouble" approach at all times. Escalating issues to a manager where necessary. • To support the company vision through every customer contact • To provide an outstanding level of customer service, providing help and product advice as required whilst ensuring that all promises made to our customers are kept. • To liaise with relevant suppliers and manufacturers to resolve queries. • Taking responsibility for personal development, identifying training requirements and support needed. • To recognise and provide feedback on improvements that can be made to our service. • To take ownership for GRN’s raised and closed within business SLA. • Consistently demonstrating and adhering to the brand values at all times. The Individual • Good working knowledge of building materials, tools and fixings would be desirable. • Previous returns or warehouse experience. • Well-developed keyboard and PC skills. • Should be organised. • Ability to achieve targets and work to deadlines. • Flexible and adaptable to change. • Strong customer service ethos. • Able to work to a high degree of accuracy, often under pressure. • Must be Customer Focused. • Excellent communicator and phone manner. • Naturally adheres to the business brand values. • Enthusiastic and Self-motivated. • A team player that can work well within or individually. Education and Qualifications • Good standard of secondary education These duties are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Additional duties, responsibilities and projects may also be required. If you feel you have the necessary skills and experience to be successful in this role click on "APPLY" today, forwarding an up to date copy of your CV for consideration in the first instance. No agencies please.