To be honest, I’ve never had so much fun at work

Lee Rowland, Contact Centre Team Leader

Working here

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Working in a contact centre

Join our contact centre and you’ll be part of a team that gives our customers excellent service and sells all Nisbets products. It’s a fun, busy atmosphere, where you’ll have the chance to move into a number of different teams, with regular coaching to make sure you’re ready for whatever role you take.

This is a great place to learn about Nisbets and launch a successful career – in fact, many people in different parts of our business started here. 

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Contact centre teams

Customer Service Advisor (CSA)

We have different levels of CSA roles and you’ll typically rise through these as you build your experience and gain more skills.

After training in our academy, you’ll start by taking customer calls, before advancing to handling more detailed queries and dealing with customer issues. As you build your expertise, you could gain extra responsibilities, including coaching, being a buddy for a new colleague, or developing new processes. You could potentially move to one of our specialist teams. 

In our Customer Solutions team you’ll interact using email, web chat and social media, so you’ll need to be inquisitive and engaging. Our Customer Support team deal with detailed, complicated customer queries and liaise with suppliers so you’ll need to be a good negotiator. Eventually, you could become a Team Leader, an in-house subject expert or a coach.

Customer Service Advisor (CSA)

Team Leader

Leading a 10-12 strong team, you’ll be responsible for developing and mentoring them to ensure they’re meeting targets and giving our customers the quality service they expect.

This will involve carrying out around 55 hours of coaching a month, as well as holding one-to-ones with your team and ensuring they’re trained in all relevant processes. You’ll also monitor the quality of their calls and handle escalations when necessary. At the same time, you’ll help to develop our overall contact centre service by leading on  projects.

Team Leader

Sales and Service Manager

Working closely with the Team Leaders, you’ll oversee their work and develop strategies to continually deliver a better quality customer service.

As well as looking at strategy, you’ll also have responsibility for implementing plans to improve our service, ensuring we’re always meeting customer needs.

Sales and Service Manager

Contact Centre Trainer

You’ll be developing and conducting a variety of training courses for the contact centre to ensure we continue to give our customers great service.

This will include creating contact centre training plans and delivering courses to cover everything from induction,  developing soft skills and refresher training.

Contact Centre Trainer

Resource Planning Team

Keeping our customers satisfied takes great planning. That’s where this team comes in. Join us and you’ll be checking performance, assessing staffing needs and booking coaching to keep us at the top of our game.

Resource Planning Team

Training and development

Join our contact centre and you can expect plenty of opportunities to learn new skills and move into different teams to develop a rewarding career. From thorough training in all aspects of dealing with customer calls, to developing your customer service skills and on-going coaching, you’ll have everything you need to progress.

You’ll also find an environment where you’re encouraged to build your career at Nisbets, with opportunities to move into different teams around the business, as well as in the contact centre.

Contact Centre Academy

When you join us, you’ll have first class training from the dedicated team at our Contact Centre Academy. Over a period of intensive training, you’ll learn all about how to take a call and will develop your soft skills. This will include stints in the academy bay in the contact centre, taking live calls under supervision.  

It’s all designed to get you up and running as quickly as possible, dealing with our customers and giving them great service. As you develop your career, you’ll also have opportunities for further learning. 

Customer Service Training

Our customer service training covers every aspect of dealing with customers, so you’re well-prepared to provide the great service we’re renowned for. From how to deal with tricky customers, to effective listening, you’ll develop all the skills you need. 

My career story

Jas Nagra, Planning and Forecasting Manager

When I joined Nisbets, I could see it was a growing company. It was a great opportunity to join a brand that’s a recognised market leader, where I could develop my skills and progress my career. What motivates me is the opportunity to influence change and improve both the working environment for colleagues and the service we offer our customers. The friendly team atmosphere and the camaraderie make it a joy to work here. There’s always something going on and rarely a day goes by when I haven’t had a laugh.

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My career story

Nina Pellatt, Customer Service Advisor

The people and the working environment make Nisbets a great place to work. Everyone’s so friendly and there’s a network of support to help with your work, progression or personal development. Some days can be challenging as they would be in any job. But there’s always the opportunity to have your say about what you think. Each team has representatives who take our suggestions and make sure they’re heard. Also, I love cooking, so working for a company where I can kit out my kitchen with loads of nice things is a great bonus!

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My career story

Lee Rowland, Contact Centre Team Leader

Everyone’s so friendly and supportive here. From day one, I’ve had everything I need to do my job. The training was absolutely amazing and I never have to go far to find help if it’s needed. To be honest, I’ve never had so much fun at work. We’re all here to do a good job, but having fun while doing it makes all the difference. The best aspects? The dedication people have for doing the best for our customers, being able to have non-scripted, real life conversations, and being part of a great team.

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2016


Planning and Forecasting Manager, Nisbets

Forecast contact centre interactions and plan staffing levels.

2015


Sales and Service Manager, Nisbets

Day to day management of the contact centre.

2015


Team Leader, Nisbets

Managed and developed a team of 12 customer service advisors.

2014


Team Leader Support, Nisbets

Supported Team Leaders with call monitoring and feedback.

2014


Contact Centre Advisor, Nisbets

Answered and resolved customers’ queries.

2017


Customer Service Advisor, Nisbets

Dealing with customers and suppliers on the phone.

2015


Department Manager, H&M

Supported, led and motivated a team to drive sales.

2014


Production Assistant, Minton Spring Water

Performed routine equipment checks and set up factory machinery.

2013


Sales Assistant, Fat Face

Dealt with customers and helped in the fitting and stock rooms.

2018


Contact Centre Team Leader, Nisbets

Dealing with customers over the phone.

2000


Advisor/Team Leader/Operations Manager, RAC

Various customer service, sales, renewals, quality monitoring roles.

Latest contact centre jobs

Sorry no jobs currently available in this department

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