Customer Service Advisor

ABOUT FINISTERRE

Born two decades ago from the needs of hardy British surfers, Finisterre is proudly B Corp certified and a leader in its field; designing functional and sustainable products for those that share a love of the sea and adventure. Whether based at our cliff top headquarters in St. Agnes, Cornwall or in one of our eleven retail locations across the UK, Finisterre is a truly unique brand and career proposition.

Perched a few hundred meters from the crashing Atlantic, our HQ at St. Agnes’ Wheal Kitty Workshops is at the heart of our brand. Here we stay true to our original design ethos of functionality and sustainability brought to life in an understated style and identity, always remaining committed to product, environment, and people.

Our people are at the very heart of the Finisterre brand, wherever they may be in the world, sharing our values and vision to make the world a better place. Culture and team are everything here. We take care to create a working environment where our people are valued and can thrive and grow with us. It’s a buzzing place to work, and we are privileged to enjoy the natural environment and ocean on a daily basis.

As we enter the next exciting stage of global growth, we are on the lookout for talented individuals to join our crew. So, if you are as passionate about the ocean as we are, if you embody our values to be Brave, Honest and Driven, if you want to be part of a truly authentic, purpose-led brand and you share our vision to create exceptional products in a responsible way, then we would love to hear from you

ABOUT THE ROLE

As a Customer Service Advisor, you will be the first point of contact for Finisterre, providing a service to exceed customer expectations. You will deliver a smooth pre and post purchase journey that delights our customers and ensures they are eager to return and talk positively about their Finisterre experience. Your key responsibilities in the role will be to answer calls, emails, and live chat enquiries, ensuring outstanding levels of customer service by resolving any customer queries in an efficient and positive manner.

KEY RESPONSIBILITIES

Customer Experience

• Create an engaging customer relationship, through sharing genuine experience, personal interests and adventure. Brings in own experience to advise customers
• Delivers empathy and understanding for customers in all situations, taking appropriate actions where necessary to ensure a high standard of customer service
• Takes pride in each positive customer resolution, actively searches for solutions to gain high customer satisfaction
• Able to talk confidently about our product ranges and communicate authentically with customers through both own experience and technical knowledge
• Provide additional and in-depth product knowledge including sourcing and fabrics to our customers

Operations

• Ability to adapt to and understand ecommerce platforms, CRM and ERP systems
• Ability to independently resolve customer queries via phone and live chat
• Effectively complete tasks in given timeframes
• Feedback suggestions for any updates to macros/ processes needed
• Contribute to the continuous improvement of operations, always seeking better, more efficient practices and feeding back to managers on potential changes

People

• Builds positive relationships through CS team
• Communicates effectively with other team members
• Be responsible for own personal development and actively seek opportunities for improvement through internal and external sources
• Understands areas of improvement/ gaps in knowledge and communicates this with CS management
• Communicates openly and honestly with CS Management team about any concerns or highlighting successes
• Understands escalation process and communicates issues when appropriate
• Support CS Management with presentation of team training through own experience and skill set

Miscellaneous

• Understands all department KPI’s (reply times, resolution times, answer rates) and how they are influenced by individual standards of work
• Adhere to all current policy and procedure laid out by Finisterre
• Display’s affinity and understanding of the Finisterre brand, values and product
• Demonstrates their passion for the brand by living and breathing the values daily, bringing the values to life

Requirements

WHAT YOU’LL BRING TO FINISTERRE

• Previous experience in a customer focused role, along with a genuine passion and strong understanding of exceptional customer service
• Previous experience with ecommerce platforms, CRM and ERP systems. Experience with Shopify, Global-e, Narvar, Gorgias, or Netsuite is beneficial, but not essential.
• Competent and confident using Microsoft Office packages
• A strong commitment to learning about the key skills, deliverables and challenges of customer service, and to delivering continuous improvement
• Willingness to own and drive your personal development plan, and open to asking for and accepting feedback on performance
• You are a people person. You genuinely like talking to others, are outgoing and approachable. You bring a sense of fun, enthusiasm and passion to everything you do and work well on your own and as part of a team.
• Knowledge of and adherence to all the company’s policies, procedures and BCorp certification standards
• Passion, energy and aspiration in line with Finisterre values, products, brand and customers. Commitment to inclusivity and social and environmental sustainability
• Excellent interpersonal skills and ability to work in a team
• Thrives on positive change and able to manage self under pressure

Important: The successful candidate must, by the start of their employment, have permission to work in the UK. Please note that Finisterre are not licensed to sponsor overseas workers.

Benefits

WHAT YOU’LL RECEIVE FROM FINISTERRE

We are offering a part time, 30-hour, permanent contract, based at our Headquarters at Wheal Kitty, St Agnes, Cornwall. We’ll invest in you with a competitive salary of £18,720 (calculated on a pro rata basis by reference to a full-time equivalent of £23,400).

But it’s not just a job. At Finisterre, we provide an opportunity to grow and develop yourself within at a fast-paced, growing B Corp certified brand with a great culture and an exciting purpose. You’ll get the chance to collaborate with a diverse community of people with a shared mission. In return, we take good care of you through a range of initiatives and rewards, including:

• A discretionary bonus scheme, based on company performance
• A pension scheme with Nest
• 25 days holiday per year, plus up to 8 UK bank holidays
• Additional holidays for length of service
• Your birthday day off
• 60% product discount for personal and gift use
• 30% Friends and Family product discount
• Life assurance with access to an employee assistance program
• Access to a wide range of wellbeing programs, including counselling services, headspace membership, eye tests, yoga, cycle to work and a range of perks
• Regular company social events
• Paid volunteering opportunities – we will support you in giving back to communities and causes
• Various discounts from our B Corp community
• Individual training and development plans
• Sea Tuesday companywide updates
• And so much more!

Closing date: 13 September 2024. We’ll be interviewing as we go along, so we’d encourage you to submit your application at the earliest opportunity, as the role may close earlier than advertised.

Finisterre is committed to building diverse and inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.

Last updated on Aug 22, 2024