<dl class="AdvortoDefinitionList advorto-definition-list"><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleInline">Ref</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementInline">207805</dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleInline AdvortoDefinitionListAlternateItem">Category</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementInline AdvortoDefinitionListAlternateItem">Contact Centre</dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleInline">Location</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementInline axiom1-0 axiom-scraped-1">Deeside, Near Chester</dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleInline AdvortoDefinitionListAlternateItem">Contract type</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementInline AdvortoDefinitionListAlternateItem axiom3-0 axiom-scraped-3">Full time</dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleInline">Salary</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementInline axiom2-0 axiom-scraped-2">Competitive with Great Benefits</dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleInline AdvortoDefinitionListAlternateItem">Company</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementInline AdvortoDefinitionListAlternateItem"><img src="https://jobs.icelandcareers.co.uk/assets/images/Iceland.png"></dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleWide">Description</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementWide"><p>We are recruiting a Customer Support Specialist to work full time ( some home working). Onsite at Deeside.</p><p>&nbsp;</p><p>You'll handle queries across social media, post, and phone, ensuring prompt and professional responses. You'll use tools like Sprout Social to monitor engagement and support a positive customer experience. These responsibilities include:</p><p>&nbsp;</p><ul><li>Responding to customer queries received via direct messages on our social media platforms.</li><li>Engaging with and reply to comments on social media posts to maintain a positive and active online presence.</li><li>Handling customer correspondence received by post, ensuring timely and effective resolution.</li><li>Managing incoming calls through the company switchboard, providing accurate information and directing queries appropriately.</li><li>Utilising tools such as Sprout Social to monitor customer engagement, track sentiment, and measure resolution performance.</li></ul><p>You'll also work collaboratively with colleagues to provide first-line support to Iceland’s in-store teams and external Customer Care agents, helping maintain a high standard of customer experience through effective communication and problem-solving. This includes:</p><p>&nbsp;</p><ul><li>Delivering first-line support to Iceland Store teams and Customer Care agents, assisting with system-related queries, delivery issues, and Salesforce case management.</li><li>Investigating and resolve common queries such as late deliveries, missing orders, and promotional issues, using tools like EPOD and Salesforce to ensure accurate and timely outcomes.</li><li>Escalating unresolved or complex issues to relevant departments, ensuring all cases are fully documented and followed through to resolution.</li><li>Managing and resolving disputes related to online payments, ensuring timely and customer-focused outcome</li></ul></dd><dt class="AdvortoDefinitionListTitle AdvortoDefinitionListTitleWide AdvortoDefinitionListAlternateItem">&nbsp;</dt><dd class="AdvortoDefinitionListElement AdvortoDefinitionListElementWide AdvortoDefinitionListAlternateItem"><div> <img src="https://jobs.icelandcareers.co.uk/assets/images/Other recruitment.jpg"></div></dd></dl>