Customer Service Agent - Hybrid option after initial training period

At H&M we believe it is possible to find what you love, space to create and room to grow.

A place you can truly belong, being truly yourself.

With a team that is full of life, in a company that feels as good as it looks.

At H&M we believe it’s possible, because together we make it possible.

With increasing customer demand, we are currently looking for fully flexible, full-time Customer Service Agents to join our existing H&M Family.

After an initial 8 week induction period, you will have the opportunity to be working with our hybrid model (40/60 split between office & home) Learn more below.

Full Time: Permanent, 39 hours

Salary: £11.00 per hour giving a salary of £22,308

Start date: 17th April 2023

Location: You will be based in our Edinburgh city Centre office (EH1).

Operational hours: Our operational hours are Monday to Friday, 8am – 9pm and at the weekend between 9am – 6pm. We would require you to be fully flexible across these hours and able to work 5 days out of 7.

Training: You will receive 3 weeks of training in our Edinburgh office to prepare you for the role, which will be Mon-Fri 8:15am-4:30pm. We require you to be fully available for this training period.

Work/life balance: After an initial 8 weeks onboarding, you can move to a hybrid way of working that allows a 40/60 split between office and home working. See more details below

Equipment: We will provide you with a company laptop and headset to enable working from home. See more details below

What:

Previous Customer Service Centre experience whilst useful is not essential.

Bring your passion and creativity to our H&M adventure and share our pride in helping everyone look and feel good. Your main responsibility will be to communicate clearly with our customers and provide exceptional service, keeping the customer at the heart of everything we do.

Your day-to-day responsibilities will require you to:

• Handle a variety of queries related to online orders, store purchases and much more

• Problem-solve and find creative solutions for our customers in challenging situations

• Provide expert knowledge on the products and collections across the H&M group brands

• Utilise various software systems throughout each customer contact

• Represent the company using our values and the correct tone of voice

• Work towards quality and efficiency KPI’s, such as contact handling time, first contact resolution and customer satisfaction

You do all of this by answering calls, live chats (up to 2 at a time) and emails from our customers, taking an average of 20-30 contacts per day. You will also be expected to make outbound ‘service calls’ to customers who have emailed us, to ensure fast, high-quality service.

We work with the brands of the H&M group, which are H&M, COS, Arket, & Other Stories, Monki and Weekday, and you’ll join a team providing customer service for a combination of these brands.

How:
We believe in people and the power that individuals can bring to a team by being open minded, straight forward and driven by our values and feedback.
Using your initiative and being flexible to change is important for turning challenges into extraordinary results.
Your warmth and enthusiasm for helping others is what makes the conversation exceptional for our customers and will ensure they are getting the best possible experience.

Why:
An opportunity to experience an engaging customer service position where you will be welcomed into a friendly and diverse team and will have the opportunity to write your own H&M story, growing and developing both personally and professionally.

Benefits:

• 5.6 weeks holiday (pro rata)

• 25% discount for H&M Group (H&M, H&M Home, ARKET, WEEKDAY, & Other Stories, MONKI, COS)

• Nest pension with employer contributions

• Access to Retail Trust and Help @ Hand to benefit mental and physical health

• Discounted gym membership

• Referral programme

…to name but a few!

Hybrid working model:

To help you build confidence in your role, create meaningful relationships with colleagues & to embrace our company culture, your first 8 weeks will require working from our Edinburgh office full time. After this, if eligible, you will be able to work with our hybrid model where you can work from home up to 60% of the time, with the remaining 40% in our office, equating to around 8 days per month.

This provides the best of both worlds for our colleagues - the freedom that working from home brings alongside a dynamic office that allows us to connect with each other.

To be eligible to work from home you must have:

• A practical work environment including a comfortable and safe space to work with minimal noise disruption, and a suitable table and chair to work from
• An internet connection with speeds of at least 200kbps

Please note, if successful we require that you provide us with evidence of your proof of right to work in the UK.

Should you need adjustments considered throughout the recruitment process, please highlight them in your application.

Unfortunately, this is not a position that we are able to offer sponsorship for under the skilled worker route.

We look forward to hearing from you soon!

Write your own H&M story, grow with us, shape your future, and achieve more than you ever thought possible