This role offers a competitive salary, hybrid working 5- 8 a month working at the Cardiff Office, 28 days holiday a year plus Bank Holidays and 11% pension from the second year.

Salary £19,500

35 hour week and NO Sunday opening or late evenings!

About the role

We are looking for a confident live chat adviser to join our friendly team in Cardiff.

You will become a key part of our high performing, dynamic and fun environment and will be fully supported in providing exceptional levels of customer service to our members.

You’ll contribute to the shared vision to deliver customer service that is outstanding every time by providing the highest standard of customer support in all Live Chat communication

We pride ourselves on the quality of conversation we have with our members and you will be integral in ensuring this.

We are passionate about customer service, and all of our advisors have a structured progression with a clear career path. We want you to own your development and you will be fully supported throughout your career at Which?

Key responsibilities include:

  • Consistently provide an excellent standard of customer service to all of our existing and potential customers, through Live Chat
  • Work collaboratively and efficiently with other members of the Member Service Centre in order to ensure consistency of approach and share information
  • Develop and constantly update a sound knowledge of all Which? branded products, and consumer issues of importance to Which?
  • Take responsibility for ensuring that member feedback is appropriately reported. Identify trends and non-conformities and work with the Team manager to identify areas for improvement
  • Participate in regular reviews of operational processes aimed at developing efficiencies and supporting the growth of the business, paying particular attention to efficiencies that will generate revenue or cut costs
  • Deliver against your own and team sales targets and KPI’s – including number of calls and products sold, conversion rates, cross sales and upsells
  • Personalise your live chat conversations in order to explore options with our customers and where possible identifying additional needs that Which? can provide

Please view the role profile for full details.

About You

Ideally, you’ll be confident in delivering an excellent customer service via live chat. Your will also enjoy spotting opportunities for sales or will have an appetite to conduct sales in a contact centre environment. You’ll have friendly and confident written skills with the ability to manage multiple live chats simultaneously.

You’ll strive to go the extra mile in everything you do, always putting our members first. You’ll have good working knowledge of using an intranet, word and an in house data base with a willingness to act as a trouble shooter with a flexible approach in all that you do.

We also have these benefits for you to consider:

  • 28 days holiday + all bank holidays
  • 35 hour working week
  • Hybrid way of working, with patterns agreed at team level, based on the requirements for the role
  • Award winning pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
  • Annual Bonus (up to 5% currently, depending on employee and company performance)
  • Healthcare insurance
  • Private medical insurance and opportunity to participate in Vitality rewards programme – at 6 months
  • Free life assurance cover (worth at least 4x your annual salary)
  • Free access to Which? member content
  • Free access to Which? money and legal helplines
  • 50% off making a will with Which? wills
  • Tax-free cycle to work scheme
  • Our friendly, family-feel office is close to Cardiff Central train station and a stone’s throw from Cardiff City Centre

About Which?

All our roles are now hybrid and we will supply you with the tools and technologies to enable you to do this.

Which? is the UK’s consumer champion, here to make life simpler, fairer and safer for everyone. As an organisation we’re not for profit and all for making consumers more powerful.

We impact in key areas such as consumer rights, scams, data protection and unfair pricing. Our investigations go deep and our expert advice is completely impartial. Same goes for our product reviews – our rigorous tests and expert recommendations help consumers to make better decisions. Come and champion consumers with us – it’s important work. As people we’re brave, caring, rigorous and insightful in the way we connect with each other to make change happen.

At Which? we value diversity and we’re committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We want to receive applications from all regardless of age, gender identity, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race or ethnic origin, sex, sexual orientation, transgender status, social economic background. We believe that a diverse workforce helps us to understand and create a positive impact for consumers. We want to ensure that everybody can apply and be part of our recruitment processes, and therefore when required we make reasonable adjustments to accommodate our candidates.

We’re committed to making sure our application process is accessible to everyone who would like to apply for any of our vacancies! Please reach out to [email protected] if you need us to provide an alternative application method to support your accessibility needs.

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