Customer Care Advisor - Ashford, Kent

This is a fantastic opportunity to join our award-winning Contact Centre based in Ashford.

We are more than your typical Contact Centre and we pride ourselves on offering a friendly, fun, and fast-paced environment.

As a Customer Care Advisor, you will be at the heart of our interactions with our customers.

Our comprehensive induction training plan ensures all our team colleagues are highly trained to assist with customer bookings, aftersales, product enquiries and customer complaints, as well as identifying opportunities to enhance a customer’s experience and maximise revenue. On-going regular support and training will be offered to you to help you reach your individual and team key performance targets.

Our aim is to add value for every customer who needs our help. As the voice of Eurostar, you’ll be an ambassador for our brand, providing an engaging and positive customer experience.

This role will be advertised for a short time period due to volume, we therefore encourage candidates to apply as soon as possible. The close date for this role will be Friday 26th May 2023.

We'd recommend candidates who have recently been involved in recruitment processes to wait 6 months to reapply. Under the current UK Government (Home Office) guidelines this role does not qualify for skilled worker sponsorship. To apply for these roles, you will therefore require the unrestricted right to live and work in the UK without sponsorship.

Internal Use only - This position is a Travel Level 1, RFJ role based in our Contact Centre in Ashford.

Requirements

In this role, our ideal candidate will be...

• The first line response for our customers who cannot self-serve online
• Able to conduct themselves in a professional and friendly manner in all interactions with customers via phone, e-mail, social media and live chat
• Able to demonstrate a passion for our brand and a commitment to delivering an exceptional customer experience
• Able to use their creativity to proactively find solutions to drive results, responding sensitively and promptly to customer enquiries and complaints
• Actively engaged in their own performance and development that contributes to the overall performance of the Contact Centre
• A role model for the Eurostar values of Honest, Caring and Bold, demonstrating these behaviours through their engagement with colleagues and customers alike to create a respectful and positive multi-cultural working environment.

About you…

• High standard of spoken & written English. Fluent in French, Dutch or German would be an added bonus, but is not essential.
• Strong communication skills – listening, written, verbal, social media and the ability to customise generic information and record customer interactions accurately.
• Comfortable and resilient working in a fast-paced, busy and sometimes challenging environment.
• Able to build strong relationships with customers and colleagues around the business.
• Able to work in a team, act on colleague and customer feedback and contribute to finding solutions for the benefit of the customer and the business.
• Evidence strong web-based navigation and IT skills. Familiarisation with Salesforce or other CRM system is an advantage, but training will be given. You will also be conversant with Microsoft packages, including Teams.
• To be available to work a 35-hour week, Monday to Friday with some weekend working. Please note that our current opening hours are subject to change to meet the needs of the business.
• Able to meet targets, with strong time management and prioritisation skills.
  

Desirable

• A background in customer service, travel or Contact Centre experience.
• Fluency in French, Dutch or German

Salary

• £28,132 (Rate For Job – non-negotiable)

Benefits

• Hybrid working - one week in the office, and one week at home (after a period of on-site training).
• 25 days holiday (excluding bank holidays) rising to a maximum of 31 days
• Free offsite parking.
• Generous travel benefits for leisure bookings – Eurostar, domestic rail and London Underground.
• Support with rail travel to work costs (after a qualifying period).
• Company pension scheme.
• Exciting and engaging modern office environment offering a calendar of social, wellbeing and engagement activities.

If you feel like your skills and experience are relevant for the role, please don't hesitate to apply!

Here’s what our team say..

‘I love where I work and the people I work with…’

‘I wouldn't change anything about my job. The team are great, all the staff are very friendly’

‘Excellent people working together as a team, we are all here to help each other

Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please note that this role is only based in Ashford, Kent. If you will be travelling daily to Ashford for this role, please ensure you have checked how much this will cost you as annual season tickets are c£6,000 from the London area. If you are looking for a London based role, please check our website for other vacancies.

Under the current UK Government (Home Office) guidelines this role does not qualify for skilled worker sponsorship. To apply for these roles, you will therefore require the unrestricted right to live and work in the UK without sponsorship.