Customer Service & Loyalty Line Advisor, Part Time, Fixed Term

GET TO KNOW US

At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experience to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.

KNOW THE ROLE

We are seeking an experienced and customer-focused Customer Service & Loyalty Line Advisor to join Brown Thomas Arnotts on a Part Time (22.5hr), Fixed Term (6 months) basis. Based in our Arnotts building on Henry Street, this role is responsible for delivering an unrivalled 5* customer experience across all communication channels, including email, chatbot, web portal and telephone.

The role will support the Customer Service & Switchboard team, ensuring operational & customer service excellence, and consistent delivery of brand standards both online and in-store. You will play a key role in supporting commercial priorities while driving service excellence in line with our Reinventing Retail vision.

Key Responsibilities:

Provide outstanding customer service through phone, email, live chat, WhatsApp, and social media platforms, such as Instagram, Facebook, Twitter, and Google Reviews, addressing customer inquiries and feedback in a timely and professional manner

Resolve customer queries promptly and effectively, striving for first-time resolution, and escalate complex issues to the appropriate department or manager when necessary

Manage and maintain the loyalty card program, including sign-ups, issuing cards, updating details, handling points adjustments, and engaging customers on the benefits of the program

Conduct regular online order reviews, perform potential fraud checks, ensure there are no dated orders on the system, and support the online gift card team with customer inquiries, processing, and tracking

Collaborate with in-store concessions, marketing team, and other departments across the business to answer customer queries, maintain registered accounts, and improve the overall customer experience

Accurately record details on in-house systems, manage cases from start to finish, and ensure timely responses to customer inquiries, following established time frames

Assist in promoting and maintaining the Brown Thomas/Arnotts App, educating customers on its benefits and features

Efficiently handle customer chat queries through the website, support in-store teams by providing customer details, loyalty card numbers, and transaction information for purchases and returns when needed

Participate in ongoing training and development initiatives, stay informed about current promotions, product offerings, and store policies, and continuously seek opportunities to improve the overall customer experience by providing feedback and suggestions to the Customer Service Manager

Monitor and analyse customer feedback and trends to identify areas for improvement and collaborate with the Customer Service Manager to implement necessary changes or enhancements to the customer experience

Build and maintain strong relationships with customers and colleagues across the business, demonstrating empathy and a commitment to delivering exceptional service

Ensure compliance with company policies, procedures, and data privacy regulations, safeguarding customer information and maintaining confidentiality at all times

KNOW WHAT WE ARE LOOKING FOR

Previous customer service experience, preferably in a contact centre environment

Fluent English; verbal and written communication skills, including persuasive speaking

Strong problem-solving and decision-making abilities

Excellent attention to detail skills and empathy towards customers

Organised and excellent time management skills

Ability to work under pressure and maintain a solution-focused mind-set

Self-motivated, able to work independently and as part of a team

Flexible Monday to Sunday

KNOW WHAT'S IN IT FOR YOU

We believe that every team member should have the opportunity to curate a meaningful career that enhances professional and personal development. That is why we foster a culture of belonging and inclusiveness where your voice is valuable. A great customer experience starts with a great people experience, and we’re proud to have been recognised by multiple industry bodies for our progressive workplace culture.

As a Brown Thomas Arnotts team member, you will benefit from:

Competitive Salary

Contributory Pension Scheme

Competitive annual leave entitlement

Team Member discount across the world’s most iconic brands

Recognition Days for Volunteering & Wellbeing

Wellbeing Initiatives

Extensive Learning & Development Offerings

Leading Talent Programmes

Flexible Working Model

Additional Benefits

KNOW HOW WE WORK

Experience is our business: Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.

We Are More Than Shops: We create enjoyable places, to excite, where people socialise, discover, learn and are inspired, and where local communities are enriched.

We are Curators: Our unique range of product and services are key to the sense of excitement that Brown Thomas Arnotts is renowned for, whether for a special day or every day, things that make our customer’s lives better.

We Care for Our People: We believe a great customer experience starts with a great people experience. That is why we promote a culture where talent is nurtured and where creativity and learning are valued.

We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious, considerate and commercial.

We aim to ensure the candidate experience is accessible to all and every new team member who joins Brown Thomas Arnotts can expect to become part of a progressive community where different backgrounds, views & personalities aren’t just welcomed – they’re positively nurtured. After all, we want you to bring your whole self to work. Please contact us at careers@brownthomas.ie to request accommodation.