Vacancy Introduction

We are looking for a Contact Centre Advisor to join our fantastic team! You’ll join an expanding team who provide first line support for a broad range of system, technical processes, and queries from all areas of the business.

Our Contact Centre provides vital support to our business 7 days a week, 6am to 11pm. Usually this role is worked 5 days over 7, on a rota basis, 37.5 hours per week; this will include weekend work.

When working as a Contact Centre Advisor every day is different, the role can be challenging and motivating, offering the freedom to work autonomously with the ability to thrive.

The ultimate goal for our team is to provide exceptional support, as well as identifying ways to improve the lives of our colleagues, through continuous improvement of our tasks and processes.

Role Responsibility

• Take ownership and deal with all queries in a professional and caring manner, following the correct process, and ensuring the best outcome for the stakeholder and the business. (This contact will be by phone; email and the “ticket” system for raising queries).
• Monitoring and supporting with branch compliance.
• Contribute to creating the best place to work by sharing best practice, coaching, training & supporting colleagues.
• Effective task completion, ensuring deadlines are achieved and accuracy is maintained
• Support cultural change and the introduction of new working practices and processes at head office and in store.
• Excellent attention to detail, and the ability to plan and organise your workload to achieve deadlines.
• Take ownership to achieve all agreed operational and performance targets.
• Be responsible for your own understanding and development, proactively keeping up to date with all relevant communications.

If you wanted to learn more about this role, you can download our job description at the bottom of this page.

The Ideal Candidate

• Strong communication skills
• Self-motivated with an ability to work autonomously as well as part of a team
• Previous customer service, food retail or call centre experience preferred but not essential
• Familiar with Microsoft Office, Word, Excel & email

Package Description

What’s in it for you

At the East of England Co-op, we strive to be the best place to work. We invest in our colleagues to help them to progress in their careers and achieve their full potential. How do we do this?  

• Competitive rates of pay
• 20% discount in our food stores, along with other discounts across our family of businesses
• 22 days holiday (plus bank holiday entitlement) which increases with service
• 5% employer pension contribution
• Death in service benefit
• Access to our colleague communications app, The Loop
• Enhanced* family leave and pay arrangements
• Opportunities to grow, with award-winning training and apprenticeship programmes
• Great deals and discounts across 100’s of high street and online retailers
• Financial wellbeing support, including Wagestream®

Check out the detail of all our colleague benefits here.

* Enhanced on statutory terms, subject to service criteria.

We recognise the challenges people face trying to balance commitments both in and out of the workplace -  perhaps studying, caring commitments, or other employment. We therefore aim to be as flexible as possible, to create shift patterns that work for both our co-op and our colleagues.

About the Company

The East of England Co-op is the largest independent retailer in East Anglia, with over 230 stores and branches across Norfolk, Suffolk, and Essex.

Owned by over 260,000 members – including our colleagues – our vision is to be the most valued organisation in our region, by being a better kind of business and using our profit to make a positive impact on our communities.

Our Community Cares Fund provides hundreds of thousands of pounds to support groups and good causes, with a focus on mental health and wellbeing, food justice for all and creating community spaces. 

With a focus on environmental sustainability, we’re proud to have led the way on reducing food waste, being the first major retailer to sell food past its Best Before date for just 10p. 

At the East of England Co-op, we strive to be the best place to work. We invest in our colleagues to help them to progress in their careers and achieve their full potential, whether in food retail, funeral services, property investment, travel, security, stonemasonry, events, or our support functions. 

Find out more at www.eastofengland.coop

Our Recruitment Process

If this is the job for you, simply click ‘apply’. You will be required to register a profile on our careers page. To do this simply click apply. The good news is you’ll only have to register once – after this, it’ll be easier and quicker to apply for any roles in the future too.

Please note that our working patterns are non-contractual. The advertised working pattern represents the normal working pattern for the role at time of advertisement and is subject to change.

East of England Co-op