Senior Customer Service Advisor

Senior Customer Service Advisor

We are open to candidates who are looking for an immediate start!

As the go-to person for customer service at PizzaExpress, you'll make sure that everyone reaching out gets a quick and friendly response that matches the awesome service vibe of our brand.

When things get busy, you'll jump into action across email, live chat, letters, and social media. Plus, you might find yourself making some outbound calls to customers and restaurants. It's a bit of everything rolled into one – we like to keep it exciting! 

Working pattern:

• 3 weeks per month: 9am – 6pm (with 2 days per week in Uxbridge) 
• 1 week per month: 1pm – 10pm (work from home all week) 
• 1 Saturday shift per 4 weeks: either 8.30am – 5pm or 12pm – 9pm

What you’d do here:

• Handling and resolving customer complaints, enquiries and positive feedback received from customers – ensuring a positive resolution
• Consulting with the Finance team and using relevant systems to arrange goodwill gestures as well as refunds or payments for customers as appropriate to ensure end to end accountability for full complaints resolution
• Consulting with internal teams and Operations, sharing positive customer feedback, requests to be actioned and investigating high level complaints as required
• Consulting with external stakeholders such as retail partners or systems providers when investigating customer complaints or responding to requests, including all delivery partners 
• Handling and resolving correspondence received via live chat, social media, email
• Identifying feedback trends and recommending improvements to the Team Manager
• Sending weekly updates on performance and volumes against annual targets

What you’ll know and have done:

• Knowledge of case management systems like Zendesk
• Strong Excel skills
• Excellent communication skills – written and verbal
• Experience of a contact centre environment would be advantageous
• Experience working with Live Chats

Who We Are:

Where those who love pizza can be their true self. We’ve been around since 1965, bringing pizza to the UK and have since grown to a multichannel, international brand.  Our people are at the heart of our success and everything we do, we believe you should always be able to express yourself.  

Our values and culture are made up of three key parts: use your head, show your heart and create a home.  For us, this shows up as:

• Head - were customer centric, commercially driven and obsessed by performance in all we do
• Heart - we show our heart, are honest and vulnerable with our teams and lead everything through our people
• Home - we create a home, where everyone has a place at our marble table and you can truly express yourself everyday 

Inclusivity and respect are at the heart of our business and are valued by our teams, customers, and suppliers. PizzaExpress and Milano is a place where everyone is welcome, and everyone belongs.  That’s why we assess each application on the aptitude to do the job and nothing else.