Tech Support & Customer Resolution Specialist

We have an exciting new opportunity to join #theAteam as an In-House Technical Support and Customer Resolution Specialist. 

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

Key to delivering a world-class customer experience for our clients' means relating to their customers and being a great listener with the ability to demonstrate empathy as you understand and proactively work to resolve issues their customers experience both pre-and post-purchase.

As a Tech Support and Customer Resolution Specialist, you'll support our Wickes Kitchen and Bathroom Team Managers and Advisors with customer enquiries which require installation technical support to resolve. 

You will provide in-house technical knowledge on the full range of kitchen and bathroom installation queries to support full resolution for the customer, whilst maintaining service level agreements. You will also provide insight into root cause to alleviate pinch points and conduct agent upskilling on key areas of technical/installation knowledge to promote confidence and first-stage resolution.

Please note. This position is for 40 hours within the week and will be located in our office in Cowes. 

Your role can include, but isn’t limited to:

• Be a visible point of contact for all agents managing customer queries, supporting them with technical knowledge and advice to get to the correct resolution.
• Support the upskilling of agents with recommendations on key areas of improvement by providing training and content on key themes to build confidence and knowledge.
• Provide knowledge on common faults and build a knowledge bank to support business processes for resolution within budget.
• Fully understand Wickes workmanship guarantees, product warranties and work within compensation framework to provide consistent resolution for customers and prevent unnecessary escalations.
• Support agents with a holistic view looking at all available system information (vision/Zendesk/axida) to establish the correct path for the customer.
• Become a key point of contact for agents and aim to resolve queries in house.
• Work with the Ascensos L+D team to produce meaningful training materials and identify key opportunities to upskill.
• Reduce the number of unnecessary compensation claims.
• Utilise Csat data to understand the root cause and where this is attributable to Wickes, liaise with the key stakeholders to provide robust feedback and clear evidence of the opportunity.
• Actively support agents with the Corrective Action process to increase the acceptance rate and reduce rejections to under 5%.
• Perform other related duties as assigned.
• Become proficient with Installer Ways of Working and upskill the team to know what should be expected from our subcontracted installer team.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Effective communicator with great listening skills.
• Interpersonal skills- Have the ability to build strong working relationships quickly.
• Ability to coach and mentor agents on an ad hoc basis.
• Ability to deliver technical training in an engaging and meaningful way.
• Strong analytical skills.
• Ability to work collaboratively and carry out tasks effectively.
• Foster an environment of teamwork with Contact Centre and Wickes.
• Knows when to seek help, support and advice.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!

• Full training & support.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• Health insurance.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Nationwide retail discounts.
• Discounted gym membership.
• Your birthday off work (+29 days).
• ‘Refer a Friend’ scheme.
• Annual ‘Archie Star Awards’ Party.
• ‘Employee of the Month’ Awards.
• Regular fun team building sessions.
• A diverse & inclusive working environment.