Customer Service Assistant

Richer Sounds are the UK's leading Hi-Fi, Home Cinema and TV specialists, and one of the largest Employee‑Owned businesses in the UK. We are currently looking for a full‑time Customer Service Assistant to join our Customer Service team in Openshaw, Manchester.

As a Customer Service Assistant, you’ll be part of managing the customer’s after‑sales experience. This will include dealing with queries from start to finish and handling a wide variety of customer interactions such as delivery queries, repair booking, technical support, escalated complaints and general after‑sales support for online and in‑store orders.

Key responsibilities include:

• Providing excellent customer service.
• Answering enquiries from customers on the phone, email correspondence and social media.
• Tuning into customers, establishing their requirements and managing their expectations.
• Supporting customers who may have technical questions about the products they have purchased or faults that they may be encountering.
• Offering quick resolutions and solutions to challenges.
• Keeping customer records updated and accurate on our internal systems whilst following strict GDPR guidelines.
• Assisting customers with delivery queries including chasing and arranging deliveries via online courier portals.
• Liaising with stores and departments across the company to ensure a smooth customer journey no matter the occasion.

Please note that this role is full‑time and office based, requiring you to work 5 days per week (9:30am–5:30pm) including at least two Saturdays per month. We offer home working on Saturdays, but office attendance is essential for mid‑week shifts.

• Successful candidates should demonstrate an understanding and enthusiasm for legendary customer service.
• A genuine interest in audio‑visual technologies, and an active interest to learn about new technologies.
• Great communication skills, both written and verbal, along with excellent telephone manner.
• Competent in using Microsoft Office.
• Ability to utilise strong communication skills to tune into customers’ individual requirements; maximising sales opportunities and upselling techniques to increase sales revenue.
• Well‑presented and approachable with a confident attitude and good attention to detail.

• Exclusive access to various holiday homes around the UK and Europe, at a generously subsidised rate.
• Colleague discount on products, including friends and family discount.
• 1 extra day of holiday for your birthday per year!
• Long‑service awards.
• Suggestions scheme with monetary awards.
• We are an Employee Ownership Trust (EOT) whereby the colleagues own 60% of the business, receiving a share of the profits (after 12 months service).
• Enhanced Maternity and Paternity Leave.
• Contribution towards Benenden private healthcare.
• Various company contribution schemes including gym memberships and exercise classes, eye tests and glasses, dental, hearing tests and shoulder/back massages.
• Cycle to work scheme.
• Cash incentive for colleagues who stop smoking.
• 50% towards the subscription to Headspace and mental health applications.
• Extra day off to take a child to their 1st day at primary/secondary school.
• Sickness benefit scheme.
• Contribution to course or exam fees relevant to the job.
• Low interest loans.
• Take your pet to work scheme (Restrictions apply).

Please note, some of the benefits are only available to our colleagues after 6 or 12 months of service.

Please also note that successful candidates’ job offers will be conditional upon providing a valid UK right to work document(s) and DBS check.