It is more than just being in a call centre and taking orders. You often have to be a listener, friend, or even a psychologist – quote by 2011 advisor.The purpose of the Consumer Service Advisor (as referred to internally at LEGO Group) role is to provide a premium experience to LEGO consumers who contact us by phone, letter and email. Premium Experience means that the level of service we offer has to meet the same high standards that our products meet and that restoring the trust of disappointed consumers is our top priority.
The LEGO Consumer Service Advisors are the first point of contact for consumers right the way across Europe. We are an in-bound call centre, which means we only speak to our consumers when they choose to contact us. Consumers contact us in two ways – by phone (50%) or by email/letter (50%) and for various reasons. We can split these roughly into two categories – Consumer Services (e.g. can you replace pieces from my LEGO set?) and Sales related (e.g. placing orders, concerns about lost or delayed orders, problems with loyalty card points).
Working Environment and Culture
It is a dynamic, fast paced environment that suits confident, quick learners who are good team players. We are a premium brand toy company, where fun and creativity play a part in our everyday working lives. We like to recruit people who are enthusiastic, friendly, natural rapport builders with a positive attitude that is maintained even under pressure.
We represent the company values in our department by always striving to be Fun, Reliable, Knowledgeable and Engaging. You will be expected to proactively build lasting relations with consumers by promoting these LEGO values in all your contacts.
Answering consumer contacts: You will be expected to answer around 60 contacts per day in Portuguese and English as well as your third language if you have one.
NPS (Net Promoter Score)
A key measure of success is the Net Promoter Score (NPS) of your whole team. Consumers are able to leave a score and comment after every call and email and you will receive feedback on how you are doing. The whole team is measured together so colleagues who find it easy to achieve high scores are very motivated to help team-mates who are struggling!
Documentation and Handover
Documenting contacts in our CRM system: All contacts must be documented so that the correct action can be taken either by us or by our colleagues in other departments. The Quality team and product developers also rely on the information that we send them to make the right decisions.
Training and Support
As a new starter, you must attend a 2.5 week intensive induction training before you start answering contacts. This training will provide you with all the technical skills you need for the job.
We understand that many people move to the UK in order to join this department and so as part of the induction or, if possible, before you even join us, we will provide you with information in order for you to set up a UK bank account etc.
As in most contact centres, your calls are recorded and some will be used in coaching sessions along with emails you create to help you maintain the high quality our consumers expect. We also monitor productivity (the amount of calls and emails you are able to answer every day) and will help you to achieve the right balance between quality and quantity.
Native level in both written and spoken Portuguese and English. Fluency in a 3rd language is an advantage.
- Location: Slough, Berkshire UK (reachable by train from London Paddington)
- Job Type: Permanent contract
- Start Dates: February/March
- Hours: Full-Time – 37.5 hours per week
Holiday: You will accrue 2.08 holiday days per month. All holiday requests must be approved. Please note, it is extremely unlikely that anyone will be allowed to take holiday in the last week of December or first week of January.
Shift Hours: 7.5 hours per day, 5 days per week. Some weeks will include a weekend day (those weeks you can choose to take a day off the following week or receive additional pay at normal rate). Your shifts will be scheduled sometime between the hours of 7am – 8.15 pm GMT. Please note that we are open on public holidays and all staff are expected to work unless they have an approved holiday request. This includes December 24th, 26th and 31st. We are closed on December 25th, Jan 1st.
Salary: £9.23 per hour or £18 000 p. annum (pro rata for the number of months worked), paid monthly
Benefits: Generous staff discount of 50% on legoshop.com, free on-site gym, free shuttle to bus/train station, pension scheme (5% company contribution), social events, subsidised staff restaurant, free tea/coffee, fruit and cereal and Legoland/Merlin Passes