Let’s be honest, customer service is so much more than just dealing with complaints! The majority of the work we do is about connecting with people and sharing our passion for the products we sell, along with using our investigation and diagnostic skills to solve their problems - could you help?

We have a fantastic opportunity for a Customer Service Advisor to join the team, based in the Solihull office, on a fixed term basis over the seasonal period.  The role includes a wide range of varied responsibilities, including offering our customers support with their in store purchases, online orders and live event enquiries.

main duties and responsibilities:

Be the first point of contact for hmv and fopp customers and use your proven customer service skills to efficiently respond to enquiries and complaints via all channels, such as social media, live chat, phones and emails

Investigate and respond to enquiries and complaints, ensuring that effective resolutions are implemented at the first point of contact, where possible

Provide a high standard of customer service at all times, ensuring a consistently courteous, calm and patient manner

Prioritise workload to ensure all contacts are answered in a timely fashion

Ensure that correct procedures and policies are observed and that all outgoing correspondence is accurate and error free

Maintain a high knowledge of Policies and Terms and Conditions

key skills:

• Strong communication skills, both written and verbal, are a prerequisite for this role.   
• Customer service experience in a fast paced, customer facing role or head office environment is essential

• Excellent telephone manner

• A passion for delivering exceptional customer service

• Be able to work under pressure without the quality of work being compromised

• Be flexible and adaptable with a methodical approach to work and problem solving

• The ability to work on your own initiative and independently of a team

• Must possess a positive ‘can do’ attitude and approach to work

• Excellent time management

• Strong attention to detail

• Good understanding of HMV policies and procedures

Please note that this role will be based in a head office environment and not a store