Overview
Customer Management is formed of a number of key departments, all working towards providing a world-class level of service for our customers once they have purchased products from the Carphone Warehouse. Working across three locations in the UK, we handle over 5,000,000 calls per year and employ over 1,200 dedicated advisors, team managers and contact centre managers.
Managing accounts on behalf of some of the biggest names in the telecoms industry, there are fantastic career opportunities for motivated and customer centric individuals looking for a challenging but highly rewarding, and most importantly fun, environment in which to excel.
Locations
Our contact centres for the Customer Management roles in our business are located in Acton, West London, Birchwood in Warrington, and our most recent addition, Tulketh Mill in Preston.
Acton:
O2, Customer Support, Lifeline, Customer Loyalty, Credit & Finance, Data & Repairs
Warrington:
O2, Fresh, Lifeline, Customer Loyalty
Preston:
O2, Customer Support, Customer Loyalty, Correspondence
Typical Roles
Customer Service Advisor
The role involves answering calls from our customers - dealing with queries, resolving problems, and providing advice on a range of products and services. All in all you will be providing our customers with the perfect experience that Carphone Warehouse has become famous for.
Customer Support Advisor
In this role advisors answer inbound calls predominantly from our retail stores all over the country - dealing with customer queries, resolving problems, and providing advice on a range of products and services that we offer.
Correspondence Advisor
Dealing with written correspondence received from customers, the correspondence team ensures all letters and e-mails received are replied to promptly and efficiently through the desired interaction method (telephone, letter, e-mail).
Loyalty Sales Consultant
Taking inbound calls from customers looking to disconnect from our networks advisors use their skills and abilities to retain their custom by offering some truly fantastic incentives. A basic salary will be topped up with uncapped bonuses paid based entirely on performance.
Team Manager
Working with a team of 10-15 advisors across all areas of our business, Team Managers will be responsible for maintaining the high levels of service we have become renowned for, as well as coaching and developing their advisors ensuring that all product information is up to date – no mean feat in the ever changing fast paced world of telecoms.
Contact Centre Manager
Managing around 70-80 people, our Contact Centre Managers take a very hands on approach, managing the different skill sets and being able to prioritise the work accordingly. Typically, customer centric individuals with a drive to delight the customer at all times, the role has a strong focus on MI production, analysis and resource planning.
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