Customer Experience Advisor

About us

Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. It has 50 stores in the UK and over 100 in 25 countries around the world. The company is entering a period of sustained growth both through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating its 30th anniversary the group has over the years built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.

About the role

Are you passionate about delivering outstanding customer service? Do you thrive in a dynamic and supportive team environment?

We are looking for a Customer Experience Advisor to join our vibrant Customer Experience Team at Dune London’s Distribution Centre in Leicester. As an integral part of our business, you will ensure our customers receive excellent service across various communication channels, including phone, email, live chat, and post.

Our structured office hours promote a healthy work-life balance, and we provide ongoing training and support, including real-time coaching sessions, to help you succeed.

RESPONSIBILITIES:

Customer

• Handle all customer contacts quickly, efficiently to a high standard within agreed KPI’s

• Acknowledge and respond to general queries via telephone, email, live chat and post with a friendly and “can do” approach

• Assist customers with any issues relating to the Dune experience. This could include, Dune website, Dune retail stores or Dune concessions

• Follow GDPR guidelines (Data Protection) to every customer contact

• Take ownership of every opportunity to upsell other products offered by Dune London in a positive “Sales Through Service” attitude

Team

• Contribute directly and take ownership of all tasks within the Customer Experience Department

• Play your part in maintaining our fun, committed and customer focused working environment

• Be flexible when asked to assist with or undertake ad-hoc tasks

Personal

• Develop and maintain a high level of knowledge about our products, our business, retail law and the customer experience industry

• Be proactive in developing and maintaining close working relationships with customers and colleagues

Business processes and systems

• Assist in identifying system or process issues and be confident in offering potential solutions / improvements to rectify these issues

• Demonstrate a proactive approach to continuous improvement

EXPERIENCE / SKILLS REQUIRED:

• PC literate – particularly in MS office suite

• Excellent communication skills - both written and verbal

• Excellent organisational and administrative skills

• A sound understanding of the Data Protection Act and PCI DSS and their application to the customer service environment

• Confident in multi-tasking ensuring attention to detail is applied

• Ability to communicate effectively with people at all leve

• Enthusiastic, proactive and self-starting

• Ability to work on own initiative as well as part of a team

• Customer focused

• Ability to remain calm and professional under pressure

• A flexible approach to working hours during business peak times

About the perks

• Friendly and open culture with flat structures allowing plenty of opportunity for development.

• Company growth and opportunity

• Open-minded company, welcoming thoughts and ideas to be shared

• Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.

• 60% employee discount on Dune products – what’s not to love!

• 25 days holiday (plus the bank holidays)

• Cycle2work

• Company pension scheme

• Life assurance for all team members

• We look after our people

• Team socials and drinks – we like to have fun!

• Access to our employee assistance programme, retailTRUST, who provide loads of resources to support with wellbeing and personal development offer free counselling legal advice and financial guidance.

• Our own Wellbeing Allies – there to talk when you need them.

What happens next?

We will take a good look at your application and if we don’t feel we are right for you, we’ll make sure we let you know but sadly we are not able to give tailored feedback.

If we are excited to find out more about you, we will give you a call and arrange to talk.

A few things that might help:

• Research the brand, the role, your interviewer on LinkedIn; browse our website; and visit a store if you can

• Make sure you have plenty of examples to show off all your amazing skills and experience relevant to this role

#HPR