Description

Closing Date: 03-Jun-2024

From our first store in the 1960s, a little Taunton shop with great clothes and even better prices, to an omni-channel business serving millions of customers… we're New Look.
Our purpose is always to inspire That New Look Feeling and we believe that starts with us. Our values motivate us every day: we play to win, we’re customer-obsessed and we work as one.
It's a busy and exciting time for the brand and we’re on the hunt for a Customer Care Product Specialist to join our growing Customer Care team.
Job Purpose
At New Look Customer Care, we’re committed to:-
Showing our customers that we genuinely care
Making it easy for customers to get answers to their questions
Adding value back into the wider New Look business
Our Customer Care Product Specialist is the subject matter expert for all customer care systems, in particular our CRM platform Zendesk
Through innovative and creative use of these systems, you’ll ensure that our Care & Easy promise is at the forefront of all enhancements and contributes to the continued success of our Customer Care operation contact centre.
Accountabilities & Responsibilities
Monitor and evaluate the performance of the knowledge base highlighting opportunities for improvement
Own and continually improve the online contact deflection features, working with UX stakeholders and Zendesk to ensure design best practice principles are adhered to
Implement and support an agile product working approach within the Customer Care team
Help identify and utilise new and emerging technologies that enhances the customer and advisor experience
Maintain the Customer Care change request process ensuring that all system issues impacting negatively on the customer journey are logged and tracked through to resolution
Own and manage the login process for all internal systems for all teams
Facilitate and provide documentation for all systems training
Work with IT project teams on any new initiatives within Customer Care
Monitor and evaluate product performance to facilitate continuous improvement, supported by feedback from Customer Care Operations & Support teams
Work with the Senior Customer Care Manager to delivery our technology strategy, refine & prioritize the backlog in order of customer/team benefits or changes in strategic vision
Skills, Knowledge & Experience
Experience with maintaining CRM platforms, in particular Zendesk, would be an advantage for this role
Highly technical and analytical with the ability to problem-solve and flag technical issues
An eye on continuous improvement and attention to detail
Ability to partner with and collaborate with others effectivity
Positive disposition with a willingness to focus on what can be done rather than what can’t be done
Excellent written, verbal and presentation skills
Good understanding of the wider contact centre landscape and the dynamics of customer contact
High energy levels with the ability to work under pressure and to tight deadlines
Able to build positive and constructive relationships internally and with suppliers
An understanding of agile working principles would be an advantage
Key Relationships
Customer Care
Digital
Wider ecommerce teams
IT and Tech partners
Why New Look?
The amazing people, the fashion – there are so many reasons to love working at New Look. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals. You’ll also receive these amazing benefits, to name only a few:
40% staff discount
Monthly 25% off privilege vouchers for family and friends to enjoy
Season ticket loans
Pension - A contributory private pension scheme
Virtual GP access
Apply now to find out more.
We pride ourselves on being a flexible employer. Although this is a full-time role, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.