Mi Hub's mission is simple: uniform solutions made easy. We have great ambitions: to show the world that uniforms can look great, feel great and do great things for the planet. We're proud of our family of brands, their customers and innovations so far, but we're still growing! We need more amazing people who share our values and ambitions to join the next, most exciting, part of our journey.
This role and your team are key to Mi Hub brand Alexandra’s aim of placing the customer at the heart of our business. As part of our friendly multimedia customer services team, this role is responsible for both order processing and responding to order queries however our customers choose to contact us. As a self-motivated and enthusiastic individual your role will be to provide an outstanding level of customer service by identifying customer needs and providing the best customer experience for each enquiry, whilst maximising revenue at every opportunity.
Key Responsibilities
- Respond proactively to achieve first contact resolution of all enquires through a professional, approachable and warm service to deliver the teams KPI’s
- Understand customer needs to identify opportunities to add value to the interaction
- Understand the wider company sales strategy to recognise sales leads and escalate as appropriate to support business and the team’s objectives and targets
- Establish and build effective working relationships with both internal and external customers, demonstrating excellent communication skills
- Support team development by participating in ongoing personal learning & development and training colleagues as directed by your manager
- Use product knowledge to identify and support the right uniform solution for the customer
- Work as part of the team to meet customer delivery expectations (on time in full)
- Deal with conflict confidently to resolve customer queries and complaints whilst adhering to company policies and procedures
- Process orders accurately and securely
- To be flexible and adaptable, supporting continuous process improvement that ensures a first class service
- Any other duties which may reasonably be requested from time to time
Knowledge, Skills and Experience Required
- Excellent communications skills both verbal and written
- Proactive, problem solver
- Numeracy
- Organisational skills, including prioritisation that enables the business to meet its SLA’s
- Proven ability to build rapport with customers and ability to confidently manage challenging scenarios through varied media channels i.e. phone and e-mail and web chat
- Aptitude to learn
- Attention to detail and accurate data entry
- Computer literate with confident systems knowledge including Microsoft Outlook and Excel and experience of CRM systems
- Team player supporting the delivery of the Customer Service targets and development of colleagues
Shift Pattern - you will work between these hours, on a rota basis.
- Monday - 08:00 - 17:30
- Tuesday - 08:00 - 17:30
- Wednesday - 08:00-17:30
- Thursday - 08:00-17:30
- Friday - 08:00 - 17:30
Life Working at Mi Hub - What we can offer you!
Our people are at the heart of our business. At Mi Hub, we know how hard our people work to achieve our business goals and keep our customers at the heart of our work.
- Mi Time Policy (after full training is completed) – minimum 3 days in the office, finish early on a Friday (3pm!), flexi your time and build up an extra half days annual leave per month. Also, grab a free tea and coffees whenever you are in the office
- Annual leave - 25 days holiday plus Bank Holidays increasing to 27 days plus bank holidays when you get to 5 years’ service. If this isn’t enough, we provide the ability once a year for employee to buy extra annual leave
- 3x death in service life insurance scheme should the worst happen in your employment with us
- Celebrating service, we offer long service awards to celebrate continued employment
- EAP (employee Assistance Program) covering support for mental health and well-being
- Employee engagement (survey or Mi Forum) – we care about our colleagues' opinions
- Social calendar driven by our desire to raise funds for local and national charities, supporting a number each year
- We take huge pride in our ESG policy which includes our impact on the environment and ensuring our company is ‘a great place to work’
- Career progression accessible with our bronze, silver and gold banding within Customer Service
At Mi Hub we believe that the friendships and relationships you create while working together, helps make Mi Hub and our brands who we are. Our people are our business.
We encourage an open, collaborative, and inclusive working environment. In the ever-changing world of employment, Mi Hub understands that all employees’ have different definitions of a work-life balance. We are passionate about ensuring flexibility is at the heart of our business which is why we have emphasis on our hybrid working policy, flexi-time policy, and a generous holiday package.
In return for everything you can bring, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with customers all over the globe. We're sure you will have heard of lots of them! We also have a healthy rewards package that we are always adding to and improving, some great fundraising and volunteering opportunities to get stuck into and as many hot beverages as you can shake a stick at. Take a look at our reward page for more details.
Mi Hub is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.