Job Type: Permanent

Location: Remote / Nuneaton, Warwickshire

Hours: 37.5hrs

Salary: £Industry Competitive + Company benefits

At Holland & Barrett (H&B) we want to empower everyone to live healthier, happier lives.  With over 145 years of experience in the industry, we are an internationally trusted brand and the largest health & wellness retailer in Europe.  Our ambition is to become the world's most trusted wellness partner, chosen by over 100 million people globally. 

The core purpose of this role is to develop, train, motivate and the day-to-day management of a team of Contact Centre Advisors.

• Deliver the highest standards of service to customers. Ensuring the department is adequately resourced to meet agreed service levels.
• Ensure that the team achieves the required performance targets and standards. Monitoring and reporting progress and performance.
• Handle and successfully resolve escalated customer issues.
• Develop and maintain a thorough and up to date working knowledge of working processes and procedures for dealing with customer enquiries.
• Develop and maintain a thorough knowledge of our products and their benefits to our customers.
• Challenge current methods of service delivery and identify, recommend and help implement improvements. Keep up to date with customer services best practice to improve customer satisfaction.
• Develop and maintain effective relationships with colleagues both within the department and the wider business.

• Track record of success leading a team in a customer service/contact centre role
• Experience of analysing & interpreting data to effectively manage staff & performance
• Remain calm in pressurised circumstances and make good quality decisions quickly
• Assimilate information quickly, clarify situations & find imaginative solutions to resolve customer issues
• Ability to negotiate & influence others
• Displays empathy & a customer centric approach
• Computer literate. Knowledge and understanding of contact centre technology platform

📚 Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

🤝 Career progression

🔝 Pension company contribution 

✈️ Your wellbeing is paramount so you can get away and take 28 Days Holiday per year

💷 Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.

👜 Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.

💰 Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy. 

🙋🏽 We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.

🧠 Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.

👑 We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

👏 And many more!