We have Customer Service Advisors at all levels, so there are plenty of opportunities to develop your skills and grow your career if you want to. After initial training in our academy, you’ll start to deal with a range of customer calls and emails. This could lead to handling more detailed customer issues. Or gaining more responsibility, such as being a buddy for a new member of the team. It all depends on how well you’re developing and where your ambition lies. If you love the role you’re in and are great at it, we won’t ask you to change but we’ll carry on rewarding you for doing that.

But if you want to build your career, you could join our Customer Solutions team, where we contact customers using email, web chat and social media. Or in our Customer Support team, you might use your negotiation skills to cover complex customer issues and deal with suppliers. And if you want to move up, you could become a Team Leader, an in-house subject expert or a coach. It all depends on you.

You’ll be leading, developing and mentoring a team of 10-12 Customer Service Advisors. That means working with them as individuals. Having regular one-to-ones to check their progress against their development plans. Ensuring that they’re happy. And keeping their skills and knowledge up-to-date.

So, you’ll give them regular coaching – around 55 hours a month. And you’ll monitor their calls and give them feedback on how they’re performing. That means handling any issues, offering advice and guidance, and recommending training. At the same time, you’ll also lead a variety of projects to help improve our service. In short, you’ll play a big role in giving customers the best possible service.

You’ll be working closely with Team Leaders, mentoring and guiding them to make sure we’re constantly delivering high quality customer service.

That means you’ll be developing strategies, implementing plans and constantly looking at new ways to develop our services. And you’ll be monitoring customer feedback to make sure we’re always meeting their needs.

Training is vital to make sure we’re always delivering high quality customer service. And you’ll be at the heart of it. Creating training plans. Developing and running a variety of relevant contact centre courses. In everything from Nisbets products to soft skills and even our induction programme.

In short, you’ll ensure that our people are always well prepared to give customers the very best service to meet their needs.

We set ourselves high standards and it takes a lot of planning to make sure we meet them. That’s where this team comes in. It’s about ensuring we have enough people to keep call waiting times down. Assessing call quality. Monitoring individual performance and supporting career planning. And creating personalised training plans. All to keep us at the top of our game.