Contact Centre Advisor



From £21,000 per annum Full Time Contact: Human Resources Reference: DO6312

Our Customer Service Advisors are dedicated to delivering exceptional service and ensuring that all of our customers receive a WOW experience throughout their journey with us. We're looking for a talented individual to join our close knit Edinburgh team.

What you'll be doing 

  • Engaging customers in conversations to understand their needs or issues and provide them with the best possible solutions or right first-time resolution.
  • Complaint resolution that exceeds our customers' expectations. 
  • Maintaining and updating our records for members of our loyalty scheme. 
  • Reporting & analysis of issues in order to reduce contacts per order & cost of resolution. 
  • Reporting & analysis of returns & replacements to highlight/resolve quality issues & damages.
  • Supporting store colleagues with home delivery.
  • Replying and interacting with customers on social media.
  • Resolving webchat queries.
  • Liaising with delivery companies to ensure the smooth delivery of orders to customers. 

What you'll bring 

  • Previous experience of working in a contact centre or a similar retail customer service environment.
  • Strong planning, prioritisation, presentation and problem-solving skills. You'll need to be comfortable managing multiple tasks with tight deadlines.
  • Strong interpersonal skills – you will be resilient and resourceful with a ‘can do' attitude with the ability to respond to reactive situations.
  • Excellent written and communication skills.
  • A high degree of integrity, confidentiality and commitment.
  • PC literate and a proficient user of the Microsoft Office Suite.

It's a super place to work 

  • Generous team member discount to be enjoyed in the store, restaurant and foodhall.
  • Thriving culture; the Dobbies team are passionate, diverse and committed to our customer.
  • Stakeholder pension with shared employee and employer contribution.
  • Company paid life insurance plus a bunch of flexible benefits. 

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