Job details

Second Line Support (customer Service)

Job reference: 004090

Closing date: 30/07/2021

Salary: £17,962.02 plus excellent benefits

Department: Contact Centre

Hours per week: 36.17


An exciting opportunity to work in a fast-paced, ever changing customer service environment is here! So, if you love to collaborate, have great customer services skills, he ability to think on your feet and embrace innovation, we want to hear from you!  We are looking for Second Line Support Advisors to join our Customer Operations Team here at N Brown.

Please note the hours of work will be: 36.17 hours per week – working 10-6 to include a weekend day.

Role Responsibilities.  

  • To answer customer contacts through all channels into the department and provide swift resolution to customers when things go wrong
  • Contact customers in response to feedback to gain an understanding of their experience and provide resolution where necessary
  • Effectively identify and log complaints both retail and regulated following the guidelines in place
  • Effectively identify and log vulnerable customers following the guidelines in place
  • Work closely with Team Manager, Product, Logistics, Buying, Merchandising and Marketing departments to ensure minimal risk to the customer experience, and to achieve optimal customer satisfaction rating (NPS)
  • Work closely with external product and service suppliers to achieve the most efficient resolution, and feedback to internal contract owners when this doesn’t happen
  • Conduct due diligence audits to understand whether business processes are being followed correctly in the frontline outsourced estate and provide evidence for remediation where appropriate
  • Represent Secondline Support at business-wide forums, providing process knowledge and expertise, and highlighting customer detriment to relevant stakeholders, when required
  • Be responsible for own performance, ensure any new learning is undertaken timely and effectively, using the systems provided daily to keep updated on announcements, briefs and updates
  • Ensure conduct rules are followed in-line with SM&CR and knowledge in this area is regularly refreshed

What we’re looking for

  • Self-motivated, customer driven individual who will strive to bring their best self to work
  • Excellent communication skills with the ability to adapt style to suit the customer
  • Confident to work collaboratively with internal and external stakeholders
  • Good level of computer skills specifically with MS Office and internet programmes
  • The ability to work successfully both in an office environment and at home using portable equipment
  • The ability to self-learn using systems provided, being comfortable to ask for help where required

What’s On Offer?

  • Holidays – 24 days annual leave (plus 8 days bank holiday)
  • Holiday purchase scheme – where you may be offered to buy up to 10 extra days off
  • Employee discount – on all of our ranges including retail, furniture, electrical appliances, toys and more (Cost plus VAT)
  • Contributory pension schemes
  • Access to a variety of discounts with local and national businesses, hotels and restaurants.
  • Annual Company bonus scheme

Working here you’ll explore everything the world of digital retail has to offer — asking questions, trying new things and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, take charge of projects and work flexibly, and you’ve got the perfect place to show your skills and learn new ones. It’s fast and furious here at times, but this just means something new and exciting is always on the way. So, if you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career and our customers’ lives.

As Second Line Support Advisor at N Brown you will receive a competitive salary of up to £17,962.02 per annum plus bonus, pension scheme, life assurance, 24 days holiday plus bank holidays, in addition to taking advantage of a holiday purchase scheme! You will benefit from our flexible working hours and fantastic location based in the heart of the northern quarter, Manchester. You will receive fantastic employee discount on our products, a discounted share purchase scheme and access to our Employee Assistance Programme and much more!

We are proud to be N Brown.