Bonus schemes
Income protection cover
Discounts on Hermes products

Customer Resolution Advisor

Vacancy Salary £21,530.16
Vacancy Location Eccles
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.

We are recruiting for Customer Resolution Advisors to join us on a 3 month fixed-term contract to help us deal with as many customer enquires as possible during our busiest period which is the build up to Black Friday/Christmas.

The roles will be based at our depot in ECCLES with potential home working & immediate starts are available. Shift patterns will include weekend working, carried out on a rota basis & working hours will be between 8am-6pm.

You will receive full on the job training & your salary will be £21,530.16, pro-ratad to the 3 months you are with us.

As a Customer Resolutions Advisor, you will responsible for resolving the issues of undelivered & delivery disputed parcels that have impacted the customer journey. You will resolve enquiries from clients and end customers by telephone, email and CRM and you will take proactive action within local depots to identify physical whereabouts of lost parcels by working alongside our depot and field teams.

Key responsibilities will include:

  • Prioritise and clear the UP queue having contacted clients and customers to establish correct addresses / label / packaging issues
  • Ensure a timely response to email queries from customer service i.e. addresses queries/delivery disputed within an agreed SLA of 4 hours
  • Conduct thorough investigation of all undelivered parcels to ensure compliance and full resolution to the end customer
  • Conduct thorough depot searches to locate missing parcels ensuring CRM enquiries are fully resolved within SLA and customers/clients updated accordingly
  • Investigate queries, identifying the location of parcels, contacting our couriers for updates and where necessary feeding back to client or customer

What we need from you:

We are looking for people with exceptional customer service skills preferably in a call centre environment as this role is all about providing the best possible service to our customers.

You will be the point of contact for our customers ensuring their query is resolved quickly and professionally so you must be able to work in a fast-paced environment & have excellent communication skills. Most importantly you will be courteous, friendly and helpful, taking ownership of all enquiries, striving to find first time resolution for all customer queries.

Other key skills:

  • Must be competent with Microsoft Office
  • Ability to prioritise workload & multitask
  • Experience of end to end enquiry case management

Apply today!

There are lots reasons to join Hermes, but don’t just take our word for it, let our people tell you why they love working here; “Fun and fast-paced”, “Great choice of benefits”, “Great training and development”, “New challenges every day”, “The company  is growing fast”, “Working with like-minded people who are passionate about what they do”.

Free Pension consolidation service

Income protection and life insurance cover

Discounts on Hermes products with over 1,000 retailers

Up to 26 days holiday

Health and well-being benefits and discounts

Bonus schemes

Flexible working hours

Mental Health support

Free basic Will

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