Customer Service Advisor

At IKEA it is so much more than a job. IKEA Peterborough Customer Support Centre is looking to recruit new Customer Service Advisors on a full-time basis (39 hours per week) in May for start dates in June 2023. If you are interested in this upcoming role please submit your application to this vacancy and we will keep applicants up to date as we get closer to starting the recruitment process. In the IKEA world, we call this position a Resolution Generalist Co-worker. As part of the Remote Customer Meeting Point (RCMP), we are the ones meeting our customers – on the phone and online (web chat and emails). Where others see problems, we see endless opportunities to provide fantastic customer service by fulfilling our customers’ needs in this new era of remote meeting, allowing a seamless conversation whenever and wherever our customers want. WHAT WE OFFER• £10.90 basic hourly rate (£22,105.20 PA)• Expected Starting Date: June 2023• 39 hours weekly over 5 days, working from our IKEA Peterborough Unit. Various shifts available between 07:00 – 20:15 hours. Availability needed every other weekend. • The role will include initial training and support during which we will need you to be on site full time to ensure you are happy, confident, and performing in the role (minimum of 3 - 6 months). • After completion on 3 - 6 months training the role will be a hybrid working arrangement split between our Peterborough office and home (minimum 1 day per week in office). WORKING WITH US HAS ITS REWARDS Our co-workers bring unique ideas and talent to work every day and we offer a variety of benefits that suit them and their family's everyday needs. • 15% IKEA discount & i-Benefits discount portal helping you save on other retailers• Free access to Cost-of-Living Support hub and Wellbeing Portal • 3x Life Assurance, enhanced statutory pension contributions & interest free loans• 25 days holiday, plus 8 bank holidays• Commitment to your development throughout your IKEA career, starting on your first day• Free parking and get free healthy meal options in our on-site employee restaurant• Enjoy an end of year gift and an additional day’s holiday during the festive period and many more flexible benefits! WHAT YOU'LL NEED TO HAVEWe are looking for self-thriving, problem solvers who aren’t shy to learn and work with multiple systems and tools. Prior experience working within customer support is desired. Necessary training will be provided during onboarding. • Excellent communication skills and driven self-motivation to find the right solutions for our customers• The ability to build good rapport with customers and demonstrate empathy confidently over phone • Resilience and the ability to remain calm under pressure• Experience using IT tools and a strong attention to detail• Inherent professionalism and working independently in a team• Willingness to learn and grow within a changing environment WHAT YOU'LL BE DOING DAY TO DAYYou will engage with our customers to resolve a range of issues. Initially supporting inbound calls, you will grow and develop to manage a mix of inbound calls, emails, and web chat to resolve all customer enquiries at the first point of contact. • Meet Contact Centre standards, KPIs and desired service levels• Complete preventative customer resolution administration tasks• Engage in daily Microsoft Teams chats with your peers to provide and receive support• Receive ongoing coaching to enable you to meet and delight our customers• Work with Microsoft Office 365, Customer Resolution management system and delivery systems. WE CARE FOR THE PEOPLEIt takes the diversity of thought, background, and culture to make great ideas a reality. We welcome candidates from all walks of life to join us, where we feel valued for our uniqueness and recognized for our diverse talents. RECRUITMENT PROCESS INFORMATIONPlease attach an updated CV with your application so we can get to know you better.Successful candidates will receive information about the next steps via email. You might be invited to complete a short video interview with pre-recorded questions or a quick job phone call, it takes 5 minutes & can be done anytime & anywhere. So just find a quiet spot and tell us why you would love to work for IKEA!If your application is successful, you will be invited to an interview with one of our hiring managers. IKEA reserves the right to close a job vacancy earlier than originally advertised.If you have any special requirements during the interview process, please let us know as soon as possible. For any advice or support, email @ lisa.cathcart@ingka.ikea.com and we’ll be happy to help! Come see things a little differently with us and be part of creating a better everyday life for the many.