Expert Live Chat Supervisor

Our Role

Reporting into the Expert Live Chat Manager, you will be assisting with all the operational and commercial activity for the service, providing clear leadership to achieve set KPI's, and deliver the exceptional service on calls that we are known for. You will be supporting with the day-to-day running of the GIS functions, supporting customers with any over-the-phone sales and queries, and will have a passion for delivering exceptional customer service.

What you'll be doing

  • To support the day to day running of the GIS functions, and feeding back to GIS any user issues with the software,
  • To communicate key messages & information relating to the project to users of GIS in store,
  • To support submitting weekly reports to Area Manager and key Business stakeholders, providing feedback on product, functionality and overall customer feedback,
  • To maintain regular contact with the Digital Team, and provide feedback via email on any errors/improvements to online experience for customers,
  • To attend weekly calls if ELC Manager is not available, with our 3rd party provider of the service (GIS) and Product teams,

  • To process in store telephone sales for products OOS on line that can be fulfilled in store, and ensure they are packaged and processed for the customer,
  • To co-ordinate all feedback for all users by day, to support in completing the weekly Trade report,
  • To relay customer complaints/issues via the correct channels in the Contact Centre, for customers who have reached out to us,

  • To provide induction training to any new users of the software, and maintain regular contact to support use of the functions,
  • To actively use and champion the software in store, and lead by example in providing exceptional service and advice to customers,
  • To collate and feedback in store sales (over the phone) for any OOS products to the Finance team during periods of store closure/ call and collect.

Experience Required:
  • To have reached “Expert” level for product knowledge, and to have been working in a store environment for a minimum of 12 months,
  • To have been working at a Product Specialist or Supervisor level for a minimum of 12 months,

  • Excellent communication skills and confidence in speaking to our customers via video functions,
  • To passion for delivering exceptional customer service and able to demonstrate clear examples of going above & beyond to exceed customer expectations,
  • To be a strong brand ambassador who can work off their own initiative with strong levels of self motivation.

What we’ll offer you At The White Company, we value our employees for always going the extra mile; we reward this with great benefits and competitive salaries.
  • 50% discount on our products,
  • 23 days holiday rising to 25 during service,
  • A Volunteer Day with a charity of your choice,
  • In addition to a competitive salary, a discretionary bonus scheme may be rewarded annually,
  • Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle,
  • Automatic enrolment into the Group Personal Pension scheme,
  • Following successful probationary completion, you’ll be covered by our life assurance plan,
  • Social - Christmas party/social events throughout the year
Our Equality Diversity and Inclusion statement of commitment At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.

We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.

We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.

We'd love you to join us on our journey.

Our Sustainability statement of commitment

We are committed to building a sustainable legacy that will enable a brighter future for people and our planet.’ We believe this should be reflected in everything we do.

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