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Shop Direct Contact Centres

We are the customer services company that supports Shop Direct Home Shopping’s brands. Our aim is to provide an unrivalled personal home shopping experience - one that delivers outstanding customer satisfaction.

Our success depends on what we do for the customer and a key ingredient to achieving this is our people. They are crucial to creating a culture where the Customer really does come first.

Our teams of highly dedicated and experienced Customer Service Advisors sell a range of products and take over 31 million calls annually supporting sales of over £1.4 billion. We also make nine million outbound telemarketing calls every year to offer customers the latest deals, the latest fashions and special offers.

RANGE OF ROLES

There are several roles in our contact centres, including those shown below

Inbound Customer Service Adviser
When customers ring us with an order, you will be there to add their purchase to our order processing system. However, there’s more to it than typing in information accurately. You need to be the sort of polite, helpful, patient person who will explain payment options; confirm delivery arrangements and discuss alternative products if items are not in stock. In short, it’s all about providing an outstanding home shopping service, so that people come back for more.

Outbound Customer Service Adviser
If you’re the kind of enthusiastic and committed person who enjoys being on the phone, this could be the role for you. You’ll be contacting our catalogue customers to recommend products and services. It’s important that you’re professional and positive, with the ability to ensure customer satisfaction. You’ll also be expected to take responsibility for customer queries and be well-acquainted with all our brands. Help your team to hit targets and we’ll make sure you’re well-rewarded with suitable bonuses.

Team Leader
Helping your team do their very best is an important job. You need to monitor their performance, support them with difficult queries and show them how to improve. When procedures change, you’ll give online training, and if system faults appear, you’ll report them as required. To hit targets, you need to understand telephone operations and ACD systems. But it’s also vital that you can manage staff: arranging shift schedules, writing appraisals and organising work. Get it right and you’ll soon have a positive, high-performing team on your hands.

To see our current vacancies or to register your interest in any future positions, please click here.