Customer Care Team Mate; Mat Cover

New Look prides itself on giving outstanding Customer Care to all its customers.

Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.

At New Look Customer Care, we’re committed to:

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• Showing our customers that we genuinely care
• Making it easy for customers to get answers to their questions
• Adding value back into the wider New Look business

Our Advisors (known internally as Team Mates) are responsible for helping our customers via a variety of channels including live chat, social media, email and voice.

Through your conversations with customers, you'll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Virtual GP access for you and your children - it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (after 2 years'service).
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2
  
  Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

• Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team
• Use your engaging personality to create personalised responses to customer queries via live chat, social media, email and voice
• Treat our customers as your friends and make it easy for them the answers they need
• Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer
• Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible

• Spot trends and serious/sensitive issues and escalated as appropriate
• Take a genuine interest in customer feedback about the service you’ve personally provided and work with your Team Leader on any areas for improvement
• Share ideas and suggestions to management and positively challenge things that cause issues for our customers.

• Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre
• Genuinely passionate about working with people; customers and colleagues
• Willingness to put customers first coupled with the ability to balance customer and business needs
• Able to focus on what can be done rather than what can’t be done
• Excellent all round communication skills
• High energy levels with the ability to work under pressure and to tight deadlines
• Able to build positive and constructive relationships with key stakeholders
• PC literate