About Company
Wm Morrison Supermarkets Limited, commonly known as Morrisons, is the fourth largest supermarket chain in the United Kingdom. Founded in 1899 by William Morrison, we have grown from a Bradford market stall into a national retailer with over 490 supermarkets and a strong online presence. Headquartered in Bradford, England, Morrisons prides itself on being ‘fresh food specialists,’ with a unique vertically integrated supply chain, sourcing directly from farmers and producers wherever possible. Our commitment to quality, value, and community spirit is at the core of our operations. We employ over 100,000 colleagues across the UK, all dedicated to serving our millions of customers weekly. At Morrisons, we believe in supporting our colleagues, fostering an inclusive environment, and giving back to the communities we serve. Join a company that values its people and its customers above all else.
Job Description
Are you an empathetic communicator with a genuine passion for helping people? Do you thrive in a remote work environment, leveraging technology to connect and resolve issues efficiently? Wm Morrison Supermarkets Limited, one of the UK’s leading grocery retailers, is seeking a dedicated and proactive Customer Support Executive to join our dynamic remote customer service team. This is a unique opportunity to represent a beloved British brand from the comfort of your home, playing a crucial role in ensuring our customers receive the exceptional service and care they’ve come to expect.
In this vital role, you will serve as the first point of contact for our valued customers, addressing a wide range of enquiries, resolving issues, and providing comprehensive support related to online orders, store experiences, product information, loyalty programmes, and more. Your ability to listen attentively, empathise with customer concerns, and offer effective, timely solutions will be paramount. You’ll be empowered to take ownership of customer interactions, ensuring every touchpoint leaves a positive and lasting impression. This isn’t just about answering calls; it’s about building relationships, understanding individual needs, and consistently championing the Morrisons commitment to quality and outstanding service.
We are looking for someone who is not only skilled in communication but also possesses a keen problem-solving ability, a resilient, positive attitude, and a strong sense of personal accountability. You’ll be working autonomously within a supportive remote team structure, utilising various digital tools and platforms to manage customer interactions across phone, email, and chat channels. We value individuals who are self-motivated, highly organised, and capable of managing their workload effectively, all while maintaining the highest standards of customer satisfaction and adhering to company policies. If you’re ready to make a tangible impact and contribute to a company that puts its customers at the heart of everything it does, from farm to fork, we encourage you to apply.
Key Responsibilities
- Serve as the primary point of contact for customer enquiries via phone, email, and live chat, delivering exceptional service.
- Efficiently resolve customer complaints and issues, escalating complex problems to the appropriate internal teams when necessary.
- Provide accurate and up-to-date information regarding products, services, promotions, and store policies.
- Process online order adjustments, cancellations, and refunds in accordance with company guidelines.
- Maintain detailed and accurate records of customer interactions and transactions using our CRM system.
- Identify and escalate trends in customer feedback to help improve products and services.
- Adhere to all company procedures, quality standards, and data protection regulations (GDPR).
Required Skills
- Minimum of 1.5 years (18 months) experience in a customer service or support role, preferably in a remote setting.
- Excellent verbal and written communication skills with a clear, professional, and empathetic tone.
- Proven ability to actively listen, understand customer needs, and de-escalate challenging situations.
- Strong problem-solving skills and a proactive approach to finding solutions.
- Proficiency in using CRM software, email platforms, and general office productivity tools.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Experience within the retail or grocery sector.
- Previous experience with remote work tools and collaborative platforms (e.g., Slack, Microsoft Teams).
- Familiarity with Morrisons products, services, and brand values.
- Ability to speak additional languages relevant to the UK customer base.
Perks & Benefits
- Competitive salary and performance-related bonuses.
- Generous colleague discount on Morrisons products.
- Company pension scheme with employer contributions.
- 28 days annual leave (including bank holidays), increasing with service.
- Access to a comprehensive well-being programme and employee assistance.
- Opportunities for professional development and career progression within a large organisation.
- Flexible remote working environment, promoting work-life balance.
How to Apply
If you are a highly motivated and customer-focused individual looking for a remote opportunity with a leading British retailer, we encourage you to apply. Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!