Customer Care Representative - Blackcircles.com Hybrid Remote (Edinburgh)

Customer Care Representative - Hybrid Remote (Edinburgh)

is hiring a full-time Customer Care Representative to join its award-winning team in Edinburgh. This permanent role offers a competitive salary of £26,000 per year and a hybrid working arrangement, combining remote flexibility with in-office collaboration. If you're passionate about customer service, problem-solving, and being part of a dynamic e-commerce brand, this is your chance to make a meaningful impact in one of the UK's leading online tyre retailers.

Founded in 2001, has revolutionised the UK automotive sector with its simplified click-and-fit tyre service. As the nation's leading online tyre retailer, the company offers customers affordable prices and excellent service across all major tyre brands. Acquired by Michelin in 2015, has since tripled its turnover and continues to grow in a competitive market.

The business is driven by design, data, and customer experience. With a Build-Measure-Learn methodology and a commitment to innovation, stands out for its ability to deliver fast, reliable solutions that meet customer needs. The Customer Care Team plays a central role in this mission, acting as the face of the brand and ensuring every interaction reflects the company's values: Respect, Innovate, Simplify, and Empower.

Job Overview

As a Customer Care Representative, you'll be responsible for supporting customers throughout their purchasing journey. You'll engage with customers across multiple contact channels, including email, phone, live chat, social media, and WhatsApp. Your role will involve advising on tyre selection, resolving queries, coordinating with garage partners and suppliers, and ensuring a smooth and effortless experience from booking to fitting.

This position is ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys working as part of a collaborative team. If you have a passion for doing the right thing and want to be part of a company that values creativity and service excellence, we want to hear from you.

Key Responsibilities

• Respond to customer enquiries via email, phone, live chat, social media, and WhatsApp
• Provide expert advice on tyre selection to help customers make informed decisions
• Proactively contact customers who may have ordered incorrect tyres and assist in finding suitable alternatives
• Liaise with the Network and Supply Chain teams to ensure timely garage bookings and tyre deliveries
• Resolve issues where garages are unable to meet preferred fitting times and dates
• Contact customers regarding order delays and work to find suitable solutions
• Coordinate with couriers and suppliers to resolve delivery discrepancies
• Raise purchase orders, claims, and other administrative items as needed
• Handle complaints with a solutions-focused approach, aiming to restore customer confidence

Person Specification

Education

• Educated to Standard Grade level or equivalent

Skills Required

• Excellent communication skills across phone, email, webchat, and social media
• Strong organisational skills and ability to manage workload independently
• Effective problem-solving skills and ability to generate practical solutions
• Active listening and empathy to ensure a positive customer journey
• Willingness to work proactively and collaboratively within a team

Experience Required

• Minimum of 2 years' experience in a customer-facing role
• Contact Centre experience preferred, especially in an Omni-channel environment
• Knowledge or interest in the motor or tyre industry is advantageous but not essential
• Interest in career development and long-term growth within the company

Work Schedule

• Full-time, permanent role
• Monday to Saturday, five days per week

Salary and Benefits

• £26,000 per year
• Casual dress code
• Company events and team culture initiatives
• Company pension scheme
• Cycle to work scheme
• Life insurance
• Private medical insurance
• Hybrid remote working arrangement
• Opportunities for career development and internal progression

Work Location

• Hybrid remote in Edinburgh EH3 5DA
• Applicants must be able to reliably commute or plan to relocate before starting work

Apply for This Job

Click here to apply. We're looking for candidates who are passionate about customer care, eager to learn, and ready to contribute to a team that values innovation and service excellence.

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