Contact Centre Advisor
Job Location: Lamberts Office
Join Our Team at Procter & Gamble!
Are you ready to be part of a dynamic team that’s dedicated to delivering exceptional customer experiences? At Procter & Gamble (P&G), we’re not just a leading global consumer goods company with iconic brands like Gillette, Pampers, and Oral-B; we’re also a community that values innovation and superior service. Lamberts Healthcare Limited, a proud member of the P&G Group, has been a pioneer in high-quality nutritional supplements since 1981, serving customers directly from our base in Tunbridge Wells.
This is your chance to join a passionate customer contact team that goes beyond the traditional call center model. We believe in having real conversations, solving problems with care, and building trust through friendly, personable service.
About the Role
As a vital member of our team of four, you will support both consumer and business customers by:
- Processing orders and addressing inquiries over the phone.
- Resolving complaints with empathy and efficiency.
- Handling approximately 90 orders and inquiries daily in a fast-paced environment.
You'll utilize our CRM system to manage calls, process orders, and maintain accurate customer records. Your ability to stay organized, multitask, and keep service levels high will be essential as you balance various priorities.
Don’t worry if you’re new to some of these tasks; you’ll receive comprehensive training and support to build your confidence across a wide range of customer scenarios, including order processing, product guidance, website support, returns, and refunds.
Key Responsibilities
- Process customer orders received by phone and assist with order-related queries.
- Provide accurate information on products, availability, and services.
- Support customers with website inquiries and data-related exceptions.
- Efficiently handle complaints, returns, and refunds in line with company policies.
- Maintain accurate customer records and complete routine data tasks in compliance with GDPR.
- Collaborate with internal teams, warehouse partners, and parcel carriers to resolve issues.
- Support colleagues to uphold overall customer service standards.
What We Offer You
- Continuous Coaching: Work alongside passionate individuals and receive formal training along with day-to-day mentoring from your manager and team.
- Dynamic and Respectful Work Environment: We value every individual, encourage initiative, and support a healthy work-life balance.
- Competitive Compensation and Benefits: Enjoy a Total Rewards approach, including a Double Match Pension Scheme, Private Medical Insurance, P&G Contributed Share Programme, Flexible Working Arrangements, and more!
What We Look For
- A great telephone manner with experience in delivering customer service over the phone.
- Experience in a busy contact center environment, thriving in a fast-paced setting.
- Strong organizational and multitasking skills, with a high level of accuracy and a genuine interest in helping customers.
- Familiarity with CRM systems is a plus, but confidence in using phone and ordering systems is equally valuable.
- Flexibility to work a 40-hour week on a 4-week rolling shift pattern, including one Saturday per month.
Right to Work
You must provide your own continuous right to work in the UK from Day 1 of employment without requiring sponsorship from P&G. All candidates will be asked to provide evidence of their right to work at the conclusion of the recruitment process as a condition of employment.
At P&G #WeSeeEqual
We are an equal opportunity employer and value diversity at our company. At P&G, we strive to create a culture where everyone feels welcome, included, and empowered to bring their full selves to work.
If you require reasonable accommodations during the application or interview process, please let us know. We appreciate your patience as we work to support you.
Job Schedule: Full-time
Job Number: R
Job Segmentation: Experienced Professionals
