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Foundever® Swansea are on the hunt for customer-centric contact centre agents to support the festive period for one of our retail clients! If you’re passionate about delivering a 5-star service on every occasion, then please read on!

 

WHAT WE CAN OFFER YOU

Salary: Pro-rated salary equivalent of £23,400 per annum (monthly pay)

Opening Hours: Monday to Friday, 08:00 to 20:00. Saturday and Sunday, 08:00 to 17:30. You must be available during these days and hours for shifts to be considered for this role.

Contracted Hours: 37.5 hours per week (full-time)

Start Date: 28 October 2024, or 18 November 2024

Contract Duration: Temporary, ending on 24 December (inclusive)

 

WHY FOUNDEVER®?

At Foundever™, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments.

 

If you would like to have the opportunity to work with our varied and well-known brands; would like to be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and have a balanced work/life pattern and competitive salary, then we want to hear from YOU!

 

A DAY IN THE LIFE

With our comprehensive and fully-paid training programme behind you, you’ll quickly dive into your role, tackling a variety of customer interactions. Whether it be via phone or email, you’ll assist customers with whatever query they may have and ensuring that a 5-star service is delivered on every occasion with their query resolved the first time around.

 

The types of enquiries you will be fielding could be related to:

Checking the status of an order Resolving gift card/voucher enquiries Working directly with couriers to follow-up on delivery estimates and issues Handling complaints Contacting local client stores to resolve issues Navigating the customer through the client website and their online account You will also support in outbound calling activities

 

You’ll recognise that each interaction is an opportunity to make a difference, and will be committed to providing an exceptional service to your customers, each and every time, to enhance their experience.

 

KEY RESPONSIBILITIES Field a range of inbound enquiries from customers via phone or email in a professional and timely manner. Identify, investigate and promptly resolve customer issues, escalating and seeking advice where appropriate. Making outbound calls to follow-up on past conversations with customers, or to resolve a more complex query. Provide information about client products, services and promotions (as applicable); answering questions and providing advice. Ensure an exceptional customer experience and journey throughout, taking pride in your interactions and demonstrating the Foundever™ values. Build strong rapport with new and existing customers, maintaining a professional and warm demeanour at all times. Accurately document and record customer case notes via client CRM system(s). Stay up-to-date and ensure compliance with all relevant client policies, procedures, and relevant regulations/legislation. Meet or exceed individual performance targets, including call handling times and customer satisfaction scores

 

ARE YOU WHO WE'RE LOOKING FOR?

If you’re passionate about helping others, are enthusiastic and energetic, and have a customer-first attitude, then you’ll fit right in on our team!

 

During our recruitment process, we look for individuals with a genuine passion for providing a top-notch customer experience. You’ll be a naturally friendly, warm and approachable person with the ability to problem-solve and communicate clearly. Strong written and computer skills are also essential to be considered for this role.

 

In a fast-paced environment like our busy contact centre, the ability to work to tight deadlines and manage a variety of interactions while minimising mistakes is key. You’ll have a natural drive and buzz for working under pressure, and are able to remain positive and upbeat even during difficult customer interactions.

 

OUR RECRUITMENT PROCESS

First, you apply! Please include an up-to-date copy of your CV and make sure your contact details are correct. A cover letter isn’t required, but we always love to hear more from our candidates about what interests them in this role.

 

Second, we review your application. If we feel you meet our requirements, one of our friendly Recruitment Specialists will be in touch to invite you to a screening call. This informal chat is your opportunity to tell us more about you! We’ll also share more about Foundever® and the roles we have available.

 

If you are successful in your screening call, we’ll invite you to our online assessment centre. Here, we want to understand more about your skills, personality, and problem-solving abilities.

 

We’ll then review your assessment and if we think you may be the person we’re looking for, we’ll invite you to an interview at our office in Llansamlet. You’ll then shortly be notified as to whether you have been selected for the role. Please note that if you are successful, you may be required to complete a DBS check. We ask that you are open and honest about any unspent convictions you may have.

 

Apply Now! We look forward to reviewing your application.

 

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

 

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

 

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever®, and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

 

[ever] creative. [ever] committed. [ever] connected.

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