01G002-NA

ROLE PROFILE

Job Title:Response Group Agent

Department: Customer Contact

Reporting To:Response Group Supervisor

Location:St Peter’s Road, Maidenhead

Company Overview:

Weight Watchers International has been helping people lose weight worldwide for over 40 years and from humble beginnings, has become a leading global branded consumer company with operations across the USA, the UK, Continental Europe, Australia and New Zealand. Promoting a healthy lifestyle and sensible weight loss through education and group support, in excess of 40 million membershave followed the Weight Watchers programme across the globe.

We are the most recognisable slimming organisation in the UK, running over 6,000weight loss meetings per week as well as boasting an extensive licensed products range sold at retail, on-line services and our own magazine.

As an organisation we live by our Values, one of which is Talent - we aim to attract, grow and retain talented individuals who will aim high and drive our business forward. We are now setting up a Response Group to provide effective second line care for customers.

ROLE OVERVIEW

This role will be one of a small team who deal with complex queries escalated via our outsourced customer contact centre. The post holder will deal with telephone and email issues, providing timely and effective solutions to customer enquiries and issues on Weight Watchers products and services.

KEY ACCOUNTABILITIES

  • Responding to telephone and email enquiries in a timely and efficient manner
  • Providing expert advice on Weight Watchers products and services
  • Dealing with complex customer issues in a timely manner
  • Resolving complaints quickly, calmly and with a positive outcome
  • Ensuring the highest level of customer satisfaction before being satisfied that a call is resolved
  • Dealing with ad-hoc Leader enquiries
  • Accurate logging of calls and responses using in-house technology

SKILLS AND BEHAVIOURS

Skills:

  • Confident communication skills – listening and responding
  • The ability to’ read’ the situation and respond appropriately, including the efficient and empathetic resolution of complaints
  • A desire to resolve queries and problems to the utmost level of customer satisfaction
  • Quick thinking, with the ability to draw on up to date knowledge of services and products
  • A good level of computer literacy including excel, word, outlook and bespoke in-house systems
  • A real team player

Behaviours:

Our organisational values are:

  • Member Success – Wesucceed when our Members succeed
  • Positive Energy – Our passion for our purpose motivates us and mobilises us
  • Innovation– We are restless in a constant search for a new and better way of doing things
  • Talent – We are committed to hiring, growing, rewarding and retaining great people
  • Collaboration – We ensure that we make better decisions and execute more consistently by acting as members of a team
  • Candour – We courageously confront our challenges, our opportunities and each other with honesty, clarity and openness
  • Integrity – We live by an unwavering commitment to honestly, mutual respect and ethical behaviour without arrogance or hierarchy
  • Accountability – We hold ourselves accountable for constantly improving the quality of our execution to deliver great results

We don’t just pay lip service to these values - we make them a part of everyday life in our organisation, as we know that they are vital in maintaining Weight Watchers’ position as a successful business and a great place to work. We bring these values into our recruitment process, and actively search for individuals who can demonstrate these values in the way they work.