Customer Service Advisor

This is a vital role within our After Sales team. You will provide hands-on, day-to-day warranty queries and support of our retail customers and partners, ensuring excellent customer services are maintained at the highest levels.

An exciting opportunity has become available to join the Superior Wellness team based at our Head Office in Chesterfield.

We are looking for a an experienced Customer Service Advisor to join our growing team and work closely with our after sales team. This role would suit an experienced customer service advisor with previous helpdesk experience. 

If you are technically minded, bubbly, confident and have great communication skills, we would love to hear from you. You will be a self-motivated individual, team player and able to multi-task in a busy environment.

Role and responsibilities

Your role will need to change and adapt with the needs of the business. Your responsibilities will include:

  • Provide technical online telephone support to both electrical engineers in the field, and domestic end users (the public), regarding the repair and support of our products
  • Fluency in Spanish (an advantage but not essential)
  • Communicate, implement, and maintain company policy and procedures, as well as developing & implementing proposed service improvements, procedures etc.
  • Maintain standards, including quality, health and safety, hygiene and housekeeping
  • Talking staff through a series of actions, either face to face or over the telephone to resolve issues
  • First point of contact for Customer enquiries
  • Taking ownership of assigned tasks and seeing things through to completion (managing escalations as necessary)
  • Responding within agreed time limits to call-outs
  • Support and administer telephony and related devices
  • Following diagrams and written instructions to repair a fault or set up a system (training will be provided)
  • Answer incoming customer inquiries
  • Collect and report customer feedback to ensure that best practice is recognised and maintained
  • Engage with customers in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company’s customer service policies

Key skills and experience

  • Strong interpersonal skills to build effective working relationships
  • Excellent communication skills
  • Be a strong team player, have self-motivation and able to work on your own initiative
  • Passion and enthusiasm for the Superior Wellness brand with the ability to become an advocate, inspiring others within the team to deliver the same
  • Have an excellent knowledge of CRM database systems
  • Strong organisation and communication skills
  • Excellent Microsoft skills
  • Able to work under pressure and to tight deadlines
  • Keen attention to detail

The ideal candidate will:

The ideal candidate will:

  • Experienced helpdesk customer service background
  • Confident dealing with Customers seeking technical advice (training will be provided)
  • Experience of electronics manufacturing would be advantageous, but not essential.
  • Must be IT literate and possess strong verbal communication skills.
  • Previous Customer Service Experience
  • Customer focused
  • Adaptability
  • Strong ability to relate to and collaborate with others
  • Demonstrate the highest levels of customer service
  • Ability to deal with customer queries and complaints
  • A true focus to deliver results and sales
  • A consistent compliance with the company Health and Safety policy

Working hours

Full time, Monday to Friday, 9am – 5pm Alternate Saturdays 9am – 2pm  on a rota basis

About Superior Wellness

We lead the market as Europe’s largest hot tub distributor and create premium, high quality products focused on improving health and well-being.

A fast-growing distributor, importing from several countries to offer a global choice of hot tubs, swim spas and other related products to our trade and retail customers. Currently on track to achieve our projected turnover this financial year in excess of £70 million.

We help our network of dealer partners and team members improve and progress. Everything we do is beyond expectations. Our vision is to be the world market leader in hot tubs and swim spas, offering a global choice of high-quality products and commended for our focus on wellness and best in class customer experience.


Core Values – Candidates must match our company team values:

  • Discipline – We get things done efficiently and effectively
  • Responsibility – We own the problems and solve them
  • Consistency – We are better today than yesterday
  • Trust – Delivering exceptional service beyond expectations
  • Integrity – We do what we say we will
  • Team – We work together, respect each other, be honest and protect the team

Benefits

  • Salary on application, depending on experience  
  • Company-wide bonus scheme after 6 months continuous service
  • VIP team events
  • Discounted healthy meals
  • 29 days holiday (including bank holidays) plus a Holiday Reward Scheme
  • Employee assistance programme
  • Fully equipped onsite gymnasium
  • Sky lounge breakout area with zen garden

To apply please contact Carol Claydon, Head of HR via email at carol@superiorwellness.co.uk

Superior Wellness Ltd prides itself in being an equal opportunities employer.  In line with the GDPR regulations (25th May 2018), we will keep your personal details for the purpose and limitation of our Recruitment Process only and will be destroyed in the event you are unsuccessful for this role. We will not share any of your personal information with any third-party companies.