Second Line Advisor

Here at Iceland were different. We care. Were not a dull stuffy corporate. Were one big team. A diverse group of people who get stuck in and work together. If this is how you like to work then please read on.

Overall Purpose:

Deal with incoming work from several different channels from across the business. This is a customer focused role to ensure they have a smooth shopping experience within our stores and on our website. Work involves 2nd line activities that deal with customers, stores, internal departments, fleet teams, online and financial information in the form of online payments and disputes. Investigate issues using internal systems to form logical conclusions to feedback to customers or forward on to our development team for further investigation and resolution. To also help our Core and Food Warehouse stores run Online Deliveries smoothly.

Key Accountabilities

• Offer advice and assistance to the offshore Contact Centre
• Escalate issues that impact customer functionality immediately
• Supporting our customers with online platforms and app queries
• Supporting stores and front line staff with operational issues
• Supporting the business with logical conclusions for payment disputes
• Understanding importance of all tasks the team deal with and their impact to the company, customer and our commercials
• Daily use of Salesforce, Braintree and PayPal platforms
• Basic knowledge of Microsoft office applications

Skills:

• System and process understanding
• Innovation in processes and for customer experience
• Monitor, update and escalate issues
• Clear communication methods
• Able to prioritise the most urgent tasks in a busy and energetic work environment
• Thrives under pressure

Benefits Package:

• 15% discount in Iceland and Food Warehouse stores
• 30% discount at Club Individual Restaurants
• 33 days holiday, increasing with service up to 38 days (including bank holidays)
• Pension (NEST)
• Free onsite parking
• Onsite electric car charging ports
• Subsidised staff restaurant with a Michelin Star Chef and a subsidised Costa Coffee
• Bupa Healthcare Cash
• Access to savings, discounts and cashback.
• Christmas vouchers & Christmas Savings scheme
• Refer a Friend Scheme
• Long service awards
• Discounted gym memberships
• 20% off full price items at DD Clinical

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