Online Customer Service Advisor Permanent

Position: Online Customer Service Advisor

Employment type: Permanent

Working hours: 37.5 hours per week – Varied fixed shift patterns including weekend and evening shifts

Salary: £9.50 per hour

Remote working option up to 2 days per week when we return to the office later in the year

About Us

TopCashback is the World’s most generous cashback company. Having been established in the UK in 2005, we are now the UK market leaders in cashback and still growing rapidly. TopCashback has previously featured as one of the fastest growing private companies in the UK for 3 consecutive years by the Sunday Times Virgin Fast Track 100 and has been awarded Cashback Site of the year 2016, 2017, 2019 and 2020.

Our worldwide membership is in excess of 20 million and growing. TopCashback is an ethical company and lives by the motto “do as you would be done by”. We extend this way of operating to all of our members, merchants and partners as one of our core values.

 Due to company growth we are expanding and growing our Customer Service Team at Stafford HQ. It’s a great time to join the business as we head for our busiest year yet! There are multiple roles available with varied fixed shift patterns.

The Role

You will be responsible for communicating with members online, keeping them up to date and providing information about their account, transactions or payment information. This is all done over various social media platforms and email.

We will provide all the training you will need helping you work in a timely manner and demonstrate good problem solving and customer service skills. And bonus, this is all done online, we are not a call center environment.

Key Responsibilities

• Responding to customer support queries through social media sites and email
• Taking responsibility for all received queries
• Troubleshooting all queries using a logical approach
• Working to the set service levels and KPIs
• Recognising any issues and alerting the line managers
• Delivering excellent levels of customer service at all times.

Required Skills

• Excellent grammar and written communication skills
• Good problem solving and analytical skills
• Professional and hard working
• Self-motivated and able to work under their own initiative
• Well organised with the ability to prioritise workload and deadlines
• Good IT skills and attention to detail

 Benefits:

• Remote working option of up to days from home, when we return to the office later in the year. Until then, we continue to work fully remote
• 31 days Holiday including your Birthday off & 2 Duvet days. Bank holidays will need to be booked off using your allowance if you choose to take them on the specific days.
• We would normally state the following – “Great working environment with relaxed dress code, Table Tennis Tables, Pool Table, X-box room” But only when we are back in the office. In the meantime we can only offer you a great job in a great and growing company and the table tennis will have to wait a while…
• Life Insurance, Income protection, health cash plan and enhanced maternity/paternity
• Good transport links, free parking plus support for public transport users
• Cycle to Work schemes offered

Due to current Covid restrictions, on-boarding the successful candidate will need to be done ‘virtually’.      However, we have adapted well to this and have all our employees working safely from home across the globe, We are in a very strong financially secure position – being a profitable owner managed business with no debt – that makes us extremely confident to continue to recruit and expand our operations in all our markets even at this time.

At TopCashback, since we began, we have been committed to building a fair, diverse and inclusive company. We believe that diversity and nurturing a culture where we can all be our true selves at work makes us stronger as a business. We celebrate differences and foster a fair and equal environment for us all to flourish in. After all, we spend most of our time together. With fairness at heart, we‘re committed to being an equal opportunity employer regardless of race, ethnicity, gender, sexuality, religion, disability, nationality, age or similar. Whoever you are, whatever walk of life you are from, we’ll welcome you to our TopCashback family.