Customer Services
General overviewThis department based in London responds to all customer communications, and internet shopping sales/enquiry calls.
The team deals with any customer queries and complaints to the group that are received via e-mail, telephone and written letter.
Types of roles- Customer Services Manager
- Customer Services Team Leader
- Customer Services Advisor
This team reports into the Customer Sales and Services Manager.If you are interested in any of these roles please click here above to find out if we have opportunities available.
Profile
Gemma Walters
Customer Services Advisor
"I mainly work on our correspondence area so most of my day involves replying to customer emails and letters although I do take calls as well. When I get in I check our daily planner, which tells me what I will be doing for the day. I then set about prioritising my workload. A lot of my day will be spent investigating issues using the various systems we have available or talking to other departments and stores to get things resolved for customers. I never really know what the next file I am given is going to be about, it could be a simple issue such as looking for stock for a customer or a complex issue - that is what makes the job really interesting.
Having a bubbly personality and the patience to deal with customers as individuals is key to this role. Being proactive, able to multi-task and work as part of a team is essential. Reliability is also really important in a department like ours.
I've worked for Arcadia for over eight years now, all of them in Customer Services. In that time I have worked as an Administrator, Switchboard Operator and then after completing my Switchboard Competencies, I became a Customer Service Advisor. Since returning to work after my third child, I have reduced my hours to part-time, which allows me to spend time with my family as well as benefiting from having a career. There is usually overtime available for when I need to earn a bit of extra money, which is great for me."
