To be honest, I’ve never had so much fun at work
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.
Our contact centre roles
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.
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.
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.
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.
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.
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
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!
My career story
Lee Rowland, Customer Engagement 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.
Customer Service Advisor, Nisbets
Dealing with customers and suppliers on the phone.
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Contact Centre Team Leader, Nisbets
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