Customer Care Advisor - Social Media (Part Time)


Job Details


Liverpool Head Office

Contract Type


Working Pattern

Part Time


National Minimum Wage

Closing Date

05/07/2019 11:00

About the Role

We are currently recruiting for a part time Customer Service Advisor to assist both our store and online customers with all aspects of the many Matalan products and services through our social media channels, ensuring 100% of the time that our customers’ expectations and needs are met and wherever possible exceeded.

As a Customer Service Advisor you will ensure that any customer problems or issues are dealt with promptly and efficiently to the complete satisfaction of the customer, carry out the company’s policies and procedures and assist and support personnel in stores with general guidance and advice.

This is a part time, permanent role working Sat - Sun - 10am till 4pm

  • Working with other members of the H.O. customer service team to deliver Matalan’s service proposition and strategy
  • Answer any customer questions regarding the Matalan products or services in store or online
  • Able to communicate with customers via a variety of media to include email, phone calls and white mail.
  • Able to escalate customer complaints promptly and efficiently to the relevant field managers
  • Close liaison is required with our courier company when chasing up the status of customer deliveries
  • Supporting stores with general guidance regarding customer enquiries and general procedural questions in areas such
  • as the returning of faulty goods to Head Office
  • Working with the quality control team to identify trends and patterns of customer queries, including external recalls
  • Liaison with Insurance teams where claims from incidents (damage to property, in store accidents) take place
  • Maintenance of a full working knowledge of all customer services policies and procedures
  • Professionally representing the interests of the business at all times

About You

  • Excellent verbal and written communication skills (E)
  • Solid administration experience  (E)
  • Able to prioritise, be organised and work on their own initiative (E)
  • Experience of working in a busy administration/retail environment (E)
  • Strong customer service skills (E)
  • Good IT skills, in particular Word, Excel and Power Point (E)
  • Confident communication skills
  • Experience of delivering to tight deadlines
  • Naturally enthusiastic and energetic with the ability to deliver solutions
  • Strong attention to detail
  • Proactive and capable of using own initiative

About Matalan

Founded in the early 1980s by John Hargreaves in Liverpool, Matalan is a family retail business that is proud to serve its customer excellent quality at great value. With over 200 stores in the UK, a growing online presence and over 15,000 employees, working here is exciting, collaborative, challenging, and above all fun!  As part of the Matalan family you can expect some great benefits and the opportunity to be part of our exciting vision - to become the UK’s most trusted value retailer.  This is Retail Made Real.  


In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.