• WISHLIST

Customer Services Advisor

JOB TITLE

Customer Services Advisor

DEPARTMENT & TEAM

Customer Service

LOCATION

Peachman Way, Norwich Office

WORKING HOURS

Full time 40 hours per week

OVERALL PURPOSE OF JOB
  • Provide service excellence to trade customers and consumers alike
  • Managing consumer queries through to resolution across all direct-to-consumer channels
  • Managing customer sales orders, both ad-hoc and designated accounts
  • Identifying cross-functional opportunities for streamlined process and business improvement
  • Increase company revenue through proactive selling
IDEAL CANDIDATE PROFILE
  • Excellent communication skills, both verbal and written
  • Team player, able to work under pressure whilst maintaining professionalism at all times
  • Adherence to deadlines and personal discipline
KEY REQUIREMENTS
  • Answering customer/consumer queries across all mediums (phone/e-mail/on-line chat)
  • Communicating with colleagues across the business to promote best practice
  • Co-ordinating cross functional opportunities for business improvement
  • Using in-house IT systems to manage ordering, reservations, despatches, invoices and returns
  • Maximising sales opportunities by identifying alternative products
  • Sales order maintenance e.g. cancelling orders and stock control measures
  • Manage our Automatic Stock Control system for customers through pattern amends and movements, store stock levels, stock takes, unworn returns etc
  • Highlight possible stock shortages and liaise with planning dept on delivery dates
  • Understanding and dedicated support to Key accounts
  • Confident use of websites (.com and retailer zone)
  • Resolving queries with our delivery partner- tracking orders and resolving queries
KNOWLEDGE, EXPERIENCE AND SKILLS

Excellent people and communication skills (verbal and written)

Team player, honest and reliable with strong listening skills

Ability to work under pressure and manage stress

Calm when dealing with difficult customer situations

Proficient at multi-tasking and problem solving

Driven to meet targets and commercially aware

Comfortable with taking the initiative

Open to flexible working patterns and adaptable to change

Able to demonstrate a high degree of attention to detail and accuracy

Ability to establish a rapport with customers, consumers and external businesses

Knowledge and confidence to sell our product ranges

Proficient in Microsoft Office

Minimum 5 “good” GCSEs/equivalent including English and Mathematics

APPLICATION DETAILS

A full job description is available on request.

Please submit all applications by email with a copy of your CV to Donna.Squire@startriteshoes.com

Closing date for applications is 23rd February 2018.

Privacy Policy

Important Information

This Privacy Policy outlines how we collect and process your personal data using this website, and how we keep your data safe.

It is important that you read this Privacy Policy and any updates to this policy so that you understand how and why we use your data.

Please ensure that you read this policy carefully in conjunction with our Cookie Policy, below.

Who We Are

Start-Rite Shoes Limited is a private limited company, number 00140697, with a registered office at Peachman Way, Broadland Business Park, Norwich, Norfolk, NR7 0WF. When we mention Start-Rite, “we”, “us” or “our” in this policy, we are referring to Start-Rite Shoes Limited.

We want to be clear about the information we collect when you use our services, how we use it, who we share it with and the choices we give you to control and access your data. For the purposes of data protection legislation, we are the data controller of your personal data and we are registered with the Information Commissioners Office under registration number Z6481650.

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to The Data Protection Manager and Data Controller, Start-Rite Shoes Limited, Peachman Way, Broadland Business Park, Norwich, NR7 0WF. Alternatively, you can email us at customer.services@startriteshoes.com.

The Personal Information We Collect and Use

Information You Give to Us:

You may give us information about you by filling in forms on our site https://www.startriteshoes.com (our site) or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you sign up to receive emails from us, register to use our site, place an order on our site and when you report a problem with our site. The information you give us may include your name, address, e-mail address, phone number, and payment method used to make a purchase.

Information We Collect Automatically:

Our servers, logs and other technologies collect certain pieces of information about you automatically. This information helps us to deliver and improve our services, analyse usage and improve the user experience. We collect information about how you use our services, such as the types of content and products you view or search for, the frequency and duration of your activities, and page interaction information. We only share data with third parties as described in this policy or where the law permits or requires it.

On each of your visits to our site, we may automatically collect the following information:

  • technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
  • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

Cookies

Our website uses cookies and other technologies such as unique advertising identifiers to collect information about your activity, browser and device. This helps us to provide you with a good experience when you use our website, to improve our site and to build a profile of our users. Some of this data will be used in aggregated or statistical form, which means that we may not be able to identify you individually.

If you prefer, you can remove or disable browser cookies using the settings on your browser or device. However, removing or disabling cookies could affect the availability and functionality of our services. For detailed information on the cookies we use and the purposes for which we use them, please see our Cookie Policy, below.

How We Use Your Personal Data

The General Data Protection Regulation (GDPR) sets out a number of different lawful grounds under which companies may collect and process your personal data, including:

Consent

In some situations, we will ask your consent to process your personal data, such as when you give consent to receive email newsletters. We will always make it clear to you what data we are collecting and how we process it.

Legal Obligation

We may need to collect and process your data to comply with the law, such as in the case of suspected fraud or criminal activity.

Contractual Obligation

In the case that you make a purchase, we must process your personal data to comply with our contractual obligation to fulfil your order.

Legitimate Interest

In some situations, we process your personal data to pursue our legitimate interests which are reasonably expected as part of running our business and do not negatively impact your fundamental rights, freedoms or interests. An example of this is to tailor adverts to your interests according to your shopping history.

Category of Personal Data Purpose of Processing Legal Basis for Processing Under the GDPR

Name and Contact Details

Fulfil your order

Contractual obligation

Send order updates and service messages by email or SMS

Contractual obligation

Send marketing information by email, post or SMS

>

Consent

Fraud prevention and detection

Legal obligation

Show you Start-Rite adverts as you browse social media and the web

Consent

Improve our website and user experience

Legitimate interests

Tailor adverts according to your browsing behaviour and preferences

Legitimate interests

Tailor marketing communications to your preferences, where you have given consent to receive these communications

Legitimate interests


We rely on legitimate interests as a processing basis for the purposes of segmentation, targeting and personalisation of our content. To do so, we conducted a stringent 'Legitimate Interests Assessment'. We carefully balanced our legitimate interests with any impact on you, whether positive or negative, and with your rights. In short, our legitimate interests in processing your data are to give you the best service and experience through highly relevant and targeted content and to ensure the commercial viability of our eCommerce channel. We do not use your personal data for processing activities where our interests are overridden by the impact on you unless we have your consent, are required to fulfil our contractual obligations, or are otherwise permitted or required to by law, as shown in the above table.

Who We Share Your Personal Data With

As part of providing our services, we share your data with the following types of companies:

  • Companies involved in processing your order, such as payment service providers and delivery companies
  • Professional service providers, such as advertising partners, website hosts, marketing agencies and data insight agencies who help us to run our business
  • Credit reference agencies and fraud prevention agencies
  • Companies approved by you, such as social media platforms

We will only share the information they need to perform their specific services and they may only use your data for the specific purposes outlined in our contract with them. Should we stop working with a third party for any reason, your data will be either anonymised or deleted. We will not share your personal information with any other third party.

To help personalise your journey and to improve our business and services, we use the following companies, who will process your personal data as part of their contracts with us. To view their privacy policy, please click the name below.

Redeye
More2
NN4M
Feefo
Williams Commerce
AWIN
Royal Mail
TNT
Facebook
Sagepay
Paypal
Google
Instagram
Prima
Affinity iMarketing
Sub2
Secure Hosting
UK Mail

Transfer of Your Information out of The EEA

The European Economic Area includes all EU Member countries as well as Iceland, Liechtenstein and Norway.

Your information may be transferred to and from the United States of America. This website uses Google Analytics, a web analytics service provided by Google, Inc. which uses cookies to help the website analyse how individuals use the site. Please see our Cookie Policy below for more information about how cookies work. The information generated by the cookie about your use of the website, including your IP address, is transmitted to and stored by Google on servers in the United States of America. Google will use this information to evaluate your use of the website, which we may then use for marketing purposes, such as letting you know about new products and promotions.

Google are registered under the Privacy Shield, which means that they have committed to provide equivalent standards of care when processing your personal data as we take ourselves.

How Long We Will Keep Your Personal Information

Generally, we will hold your information for up to seven years from the date of your last purchase or use of our site.

In the case that we are required to meet legal requirements, resolve disputes, prevent fraud or abuse, or enforce our terms and conditions, we may hold some of your data after this time.

Your Control Over Your Information

Under the GDPR, you have the right to:
Be informed about how your personal data is used

  • Access the personal data we hold about you
  • Request that we rectify any incorrect information that we hold about you
  • Receive the personal information that you have provided to us in a structured, commonly used and machine-readable format
  • Request that we transfer certain elements of your data to another data controller
  • Request that we erase your personal data in certain situations
  • Object to processing of your personal data
  • For more information on your rights and the situations in which they may apply, please read the Guidance from the UK Information Commissioner’s Office (ICO) on individual rights under the GDPR.

    If you wish to exercise your rights, please contact The Data Protection Manager and Data Controller, Start-Rite Shoes Limited, Peachman Way, Broadland Business Park, Norwich, NR7 0WF. Alternatively, you can email our Customer Service team at customer.services@startriteshoes.com or phone 01603 595200.

    To respond to your request, we will need you to provide enough information to identify you, proof of identity and address, and the information to which your request relates. We endeavour to respond to all such requests within one month.

    Keeping Your Data Secure

    We have security measures in place to prevent personal data being lost, accessed, or used in an unauthorised manner, as well as procedures to deal with any suspected breach. Only those with a genuine business need have access to your data and these individuals will process your information in an authorised and confidential manner. We will notify you of any suspected security breach and, where we are legally required to do so, notify the appropriate regulatory body. All information you provide to us is stored on secure servers and protected by an enterprise level security firewall. We do not collect or store any payment information, including card details. Instead, we work with third party secure payment providers to ensure your payment details are safely processed.

    Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access. Where we have given you a password which enables you to access certain areas of the site, you are responsible for keeping that password confidential and the password should not be shared with anyone.

    Links to Other Websites

    The site may from time to time contain links to and from other websites. If you follow any of these links please note that these websites have their own privacy policies and we do not accept responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

    Contact Us

    If you wish to contact us please write to The Data Protection Manager and Data Controller, Start-Rite Shoes Limited, Peachman Way, Broadland Business Park, Norwich, NR7 0WF.

    Alternatively, please email our Customer Service team at customer.services@startriteshoes.com or phone 01603 595200.

    If you feel we have not been fair or honoured your rights or have not dealt with your complaint fairly and reasonably, you can complain to the UK's Information Commissioner's Office. Please visit their website for more details: https://ico.org.uk/

    Updates to This Privacy Policy

    This Privacy Policy was published on 23rd May 2018 and last updated on 23rd May 2018. Any changes made to this policy will be published on this page.

    Definitions

    Data Controller

    Any person, authority, agency or body who either wholly or partly determines the purposes and means of processing personal data.

    Data Subject

    A natural person whose personal data is processed by a controller or processor.

    Encrypted Data

    Personal data that is protected through technological measures to ensure that data is only accessible to those with specified access.

    Personal Data

    Any information related to a natural person, or ‘data subject’, that can be used to directly or indirectly identify the person. This includes identifiers such as a name, identification number, location data, online identifier and factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that person.

    Processing

    Any operation performed upon personal data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

    COOKIE POLICY

    This policy is provided to ensure you understand what cookies are, that you are fully aware of the cookies we use, and that you know how these relate to your privacy online.

    What Are Cookies?

    Cookies are small text files that contain letters and numbers, which are placed on your computer or device when you visit a website. On later visits, this data is then returned to that website, allowing the website to recognise your PC, mobile, tablet or other device as you browse. Cookies are not computer programs and cannot be used to transmit viruses.

    For more information about cookies and how they work, please visit www.allaboutcookies.org.

    Data transmitted by cookies will never contain your name, address, phone number or payment details.

    Why Do We Use Cookies?

    Cookies are very important in helping us to monitor the use of our site and to help us improve the services we are able to offer you. Cookies can serve many different functions. For example, they allow us to recognise you automatically when you visit our site so that we may personalise your experience and provide you with a better service. Cookies allow us to remember whether you are logged in and what items you had placed in your shopping basket. We also use cookies for fraud prevention purposes and use cookies with our partner marketing agencies to serve you appropriate advertising as you browse the internet.

    Types of Cookies That We Use

    Session (or Transient) Cookies

    Session cookies are stored in your computer's memory for the length of your browsing session. They become inaccessible after the session has been inactive for a time and are automatically deleted from your computer when the browser is closed. They allow you to move from page to page without having to log-in repeatedly. If your browser is set to refuse these cookies from our website, you will not be able to complete a purchase or take advantage of certain site features, such as storing items in your shopping basket.

    Persistent (or Permanent) Cookies

    Persistent cookies are stored on the user's computer memory and are not deleted when the browser is closed. They are used to keep your preferences for the website, so they will be remembered for next time you visit the website. They are also used to collect information about the numbers of visitors, the average time spent on a page and analyse shopping behaviour on the website. This information is used to find out how well the website works and where it can be improved.

    Flash Cookies (or Locally Shared Objects)

    You may have Adobe Flash installed on your computer. Websites that contain Flash can also store small files on your computer that are used in the same way as cookies. Flash cookies can back up the data that is stored in other cookies. When you delete cookies, your Flash cookies are not affected. Therefore, a website may still recognise you if it backed up the deleted cookie information on a Flash cookie.

    Third-Party Cookies

    Start-Rite Shoes works with selected companies to provide additional content and services and these companies may also set cookies on our behalf. Most of these companies use both session and persistent cookies, which are used to deliver relevant adverts to you, limit the number of times you see an advert and help us measure the effectiveness of our advertising campaigns. Cookies do not contain sensitive information such as your name, address, phone number or payment details.

    Sharing with Social Networks

    If you use the buttons that allow you to share products and content with your friends via social networks like Twitter and Facebook, these companies may set a cookie on your computer memory. Find out more about these here:

    By using our website, you agree that we can place these types of cookies on your device.

    Contact Us

    Questions, comments and requests regarding this Cookie Policy should be addressed to The Data Protection Manager and Data Controller, Start-Rite Shoes Limited, 15 Peachman Way, Broadland Business Park, Norwich, NR7 0WF. Alternatively, please email our Customer Service team at customer.services@startriteshoes.com or phone 01603 595200.

    What Cookies Do Start-Rite Use?

    To make it easier for you to understand how our website uses cookies, we have grouped them into simple categories. This information is provided to you in an open and transparent manner, so that you can understand how cookies improve your user experience and so that you can make an informed choice in allowing their usage.

    Necessary Cookies – important to the technical operation of the site to ensure that it performs as users would expect.

    COOKIE TABLE

    Site Experience Cookies – used to support your experience of the site, including user-entered options and site navigation support. These types of cookies do not generally collect personally identifiable information.

    COOKIE TABLE

    Performance and Operation Cookies – used in the management of the site, recording data such as visitor numbers and web analytics. Limited personally identifiable information may be collected.

    COOKIE TABLE

    Marketing Cookies – track browsing preferences and activity to build a profile of search and browsing history and to serve relevant and/or personalised marketing content. We may collect personally identifiable information and use this to display targeted advertising, which may also be shared with third parties for the same purpose.

    COOKIE TABLE

    Turning Off and Deleting Cookies

    Many browsers allow all cookies as a default setting. You can manage the cookies that you allow on your computer through your internet browser. You can also ask to be alerted every time a cookie is offered. Please be aware that many interactive functions of a website are dependent on cookies and therefore turning off or deleting cookies can impact the functionality of a website. For some web pages requiring a login or authentication, cookies are mandatory and choosing not to accept cookies will likely mean you will be unable to access those pages.

    Different web browsers mange cookies in different ways. Below you can find information, directly from the manufacturers, to configure your browser settings.

    Microsoft Internet Explorer (IE) Google Chrome Safari Firefox

    We do not have control over the third-party sites contained in the above links. No liability can be claimed if the information provided on these sites is inaccurate.