Customer and Retail Experience Advisor

Neptune HQ, Swindon - Permanent, full-time

The role

At Neptune, our Customer and Retail Experience team have a passion for our products and an appreciation that customers are at the heart of everything we do. Often the first point of contact for our customers and retail partners, they are resolution finders and product gurus so there's not much that this team don't know or can't find out.

Ultimately, they genuinely care a great deal about the experience they give to everyone they encounter.

Their days are busy and varied, and always focused around helping others. From answering questions via email, phone and our popular web messaging system, they collaborate with the rest of Neptune to support customers and stores through every step of the order process, from initial product enquiries, deliveries, product ordering to after care, years down the line.

Every day you'll make a real difference to a lot of people, by:

  • Answering a huge range of questions over the phone, by email and web messaging live chat, ensuring our customers, colleagues and partners are happy
  • Progressing and prioritising customer requests on a daily basis and communicating order details
  • Day to day use of our internal database system (CRM) along with providing administrational support across the business
  • Devising and delivering a huge variety of solutions whilst contributing positively to all team activities

We're looking for someone who takes genuine pride in their work. To be successful in the role you will need to have exceptional customer engagement skills, a positive and practical approach to problem solving and experience of working in a world-class retail or customer service environment. You'll be articulate and have first-class interpersonal and communication skills, English and Maths GCSE (or equivalent) grade C or higher, strong administration and MS Office skills.

Our world continues to change we need to be there for our customers when they need us, so, much like our retail stores, our Customer and Retail Experience Advisors will be required to work flexibly on a rota basis including late evenings and weekends. There will be a requirement to work from both our HQ in Swindon, Wiltshire, and from home.

If you feel you have what it takes to help us go above and beyond in delivering service excellence, please send your up to date CV and salary details to us. In return we offer a competitive salary and a great range of benefits.

If caring for our customer is your calling, please get in touch now with your CV, covering letter, and salary expectations.

Neptune...improving the customer experience.

We're fortunate to receive hundreds and hundreds of applications every week. While we try to respond to every email, the sheer volume sometimes makes that difficult. So, if you don't hear from us within 14 days, this means your application hasn't been successful, but we thank you very much for your interest in us.