About: The Barbour story began in 1894 in South Shields in the North East of England. Founder John Barbour began supplying oilskins and other garments to protect the growing community of sailors, fishermen and dockers. These first weather resistant items quickly established Barbour’s reputation for innovation and quality. Today, Barbour remains a fifth generation family business. Under the leadership of Chairman Dame Margaret Barbour, Barbour has grown into a lifestyle brand sold in over 55 countries worldwide including Europe, the US and Asia offering a wardrobe of stylish functional clothing, footwear and accessories inspired by the unique values of the British countryside. The iconic Barbour Bedale and Barbour Beaufort wax jackets continue to be made by hand in the factory in South Shields. Barbour International, the collection for men and women inspired by Barbour’s motorcycle heritage established in 1936, is now a separate standalone brand with its own identity.
Barbour has an exciting opportunity for Customer Service Operators to join our UK&I Customer Service team on a temporary basis during our busy Christmas period.
This role will be key to delivering agreed levels of customer service to all consumers that may contact Barbour, using excellent communication skills (telephone, email and chat) and strong IT literacy to ensure clear, concise and relevant information is communicated.
The Customer Service Operator will liaise with consumers by phone, email and chat, helping those who have general enquiries about products, assisting those who need help using the online ordering system and dealing with any returns, service returns or complaints. You will also liaise with Barbour customers regarding their trade faulty returns, producing return authorisation documentation and general aftersales advice to Barbour customers.
Responsibilities of the Customer Service Operator:
Process telephone enquiries and correspondence within specified time limits at all times, ensuring the highest of communication standards (polite, courteous, efficient and friendly).
Provide an appropriate response to all consumers and customers who may have a complaint or enquiry and be able to resolve it satisfactorily.
Query returns with consumers and customers under the direction of UK Customer Service Supervisor.
Maintain accurate records of all communications with consumers and customers.
Prepare quotations on a daily basis and within specified timescales relating to garments returned for servicing taking action as required.
Assist in the Administrative activities required to run the office efficiently ensuring maintenance of office documents
Constantly look for opportunities to develop product knowledge and customer service skills, to share them with the team and be able to advise consumers and customers leading to an increased level of service.
Able to build relationships with third-party suppliers and liaise to meet and exceed, where applicable, our customers’ expectations
Contribute information to be shared internally with regards to website issues, stock, quality issues and service issues.
Able to build rapport with Barbour customers considering business relationships and SLA’s agreed between Barbour and customers. The ability to work to agreed SLA’s and striving to exceed these, where possible.
Execute a high level of attention to detail to be able to complete trade faulty authorisation forms, export/import documentation and quotation for service queries.
Work with Barbour Partner’s to deliver and maintain an excellent customer service within markets outside of the UK. Assist with requests from Barbour Partner’s within agreed timelines.
Apply high attention to detail to order management of various channels including ecommerce orders and dropship orders.
What Barbour is looking for:
Excellent customer service skills.
Excellent written communication skills.
Excellent communication skills with the ability to deal with and resolve customer complaints.
Proactive in seeking improvements in processes / methods of operating.
High attention to detail.
Ability to work and deliver to tight deadlines, availability requests and product quality.
Proven track record spent within a customer service environment working with a team of staff is a plus.
Barbour Benefits:
Discretionary Company bonus scheme
Staff Discount
Staff Shop
Healthcare Cash Plan
25 days holiday as standard increasing with length of service plus bank holidays
Access to training and development activities to support your career development
