Contact Center - Consumer Care Agent Key Accounts

All about the role:

Location: Luton, LU4 9QQ; hybrid working scheme is available after successful passing of probationary period.

Salary: £23,500 - £24,500 gross p. a. (based on 37.5 hours per week)

Contract: Permanent

The role is full time based on a 37.5 hour week with variable shift patterns.

The general opening hours of our Contact Centre are Monday to Friday, 8am to 6:15pm and Saturdays 9am to 1pm (you will be required to work 1 in 4 Saturdays).

What you'll do:

As a Key Accounts Consumer Service Specialist, you’ll be the first point of contact for consumers seeking support or repairs during their manufacturer’s warranty period. You’ll play a vital role in delivering a seamless and empathetic service experience, helping consumers navigate frustrating appliance issues while offering solutions that enhance their ownership journey.

This is a unique opportunity to be part of Electrolux Group’s transformation, as we launch our new Ownership Solutions Contact Centre and invest in innovative consumer support solutions.

In detail, you will:

• Handle inbound and outbound enquiries from business partners supporting consumers in need of service or repair.
• Adapt your communication style to meet diverse consumer needs and provide fair, balanced advice.
• Use available products and services to find optimal solutions for both consumer satisfaction and business goals.
• Accurately record and process consumer information in our CRM system, ensuring GDPR compliance.
• Own and resolve consumer cases and escalated complaints from start to finish.
• Use feedback tools to understand and improve the consumer journey.
• Collaborate with your team to drive continuous improvement and exceed performance targets.
• Build strong relationships with internal and external stakeholders to resolve queries effectively.
• Make informed decisions regarding consumer enquiries, balancing service excellence with cost awareness.
  
  

Qualifications:

• Experience in a contact centre environment is preferred.
• Excellent verbal and written communication skills.
• Passionate about delivering first-class consumer experiences.
• Motivated to upsell through service and identify value-adding opportunities.
• Comfortable working in a fast-paced, target-driven environment.
• Self-driven and proactive in personal development.
• A strong team player with the ability to work remotely when needed.
• Fluent in English.
  
  

Benefits Highlights:

• Excellent Development Opportunities
• Hybrid working
• Defined Contribution Pension Scheme - Company contribution up to 8%
• 25 days holiday plus Bank holidays
• Enhanced Company Sick Pay
• Healthcare Cash Plan – cashback towards dental and optical, complementary and alternative therapies, savings on shopping, restaurants and gym membership
• Life Assurance 3 x salary
• 50% Staff discount, 40% friends and family discount
• Employee Assistance Programme – 24/7 GP, mental health support, financial, legal, health and nutrition advice
• Premium Subscription to Calm App
  
  

At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home.

As part of Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.