Whatever role you do within Customer Support, the customer is always at the heart of it. Let’s dispel the myth – customer support is so much more than just dealing with complaints! Take a look at the teams living our values every day…
Our Teams: Product & Services, Premium Cycling, Order Management, Service, Social Media, Resource & Analytics, and Learning & Development.
The Product & Services Team provide information or support on our huge range of products, both online and instore. They’ll also assist our customers with questions or queries about the range of services offered – for example; Bulbs, Blades and Battery fitting services.
The Premium Cycling Team handle specialist questions about our premium range of cycles and accessories. You really need to know your stuff to be in this team!
Our Order Management Team work very closely with our internal Logistics Teams. They’re here to assist customers with any queries they may have about their order and can speak directly to our suppliers and couriers if needed.
The Service Team support customers with queries and feedback about their experiences when shopping with Halfords.
Our Customer Support Social Media Team spend their time on Facebook, Twitter and Instagram helping our customers who need our support on there.
Our Resource & Analytics Team look after the planning of the team and the analysis of data generated by customer contact.
Our Customer Support Learning & Development Team look after the development strategy for the Customer Support Team. They also carry out Quality Assurance programmes, write the internal Knowledge base and organise training and development opportunities for the colleagues in Customer Support.
"What doesn't?" more like?! We're here on the front-line dealing with phone calls, live chats, tweets, Facebook messages, emails, letters. Helping our customers mainly, but we're also in contact with our shops, suppliers and couriers. We report trends and themes back into the business to help make decisions on customer experience and reducing customer effort. We definitely don't have quiet days here - we have "less busy!". Could you fit in and help us achieve this?