Aftercare Advisor – Outdoor & Sports Company (OSC)

Location: Hyde, Greater Manchester

Application Deadline: 10th January 2025

Join the Aftercare team at OSC and play a key role in supporting some of the UK’s most prestigious outdoor brands, including Mountain Equipment, Sprayway, Ronhill, Bridgedale, and Trekmates.

Our focus is on functionality, sustainability, and creating unparalleled products for outdoor enthusiasts. If you are passionate about the outdoors, share our values of Simplicity, Efficiency, Honesty, and Self-Responsibility, and thrive in a customer-focused environment, we would love to hear from you.

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Key Responsibilities:

As one of our team of dedicated Aftercare Advisors, you will be the first point of contact for customers needing product advice, wash and repairs, or warranty services. Your primary responsibilities will include:

Customer Support and Communication

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide clear and empathetic guidance on product issues, repairs, and warranty claims.
• Keep customers informed at every stage of the aftercare process.

Problem-solving and Technical Advice

• Assess returned products, identify issues, and recommend appropriate actions or solutions.
• Offer technical advice and product information to customers as needed.

Service Coordination

• Process repairs, replacements, and aftercare service requests, such as product washing and drying.
• Operate washing and drying machines as part of the service team.
• Work closely with the repair team, warranty department, and customer service team to ensure seamless service delivery.

Product Handling and Logistics

• Log and track all returned items, ensuring they are correctly processed and monitored throughout the aftercare journey.
• Coordinate the distribution of non-repairable items to suppliers, sales outlets, charity donations, or recycling programs, following established protocols.

Team Collaboration and Development

• Collaborate with technicians and team members to address product issues, spare part requests, and technical challenges.
• Take responsibility for your personal training and development to stay up to date with product knowledge and processes.

Additional Duties

• Assist with organising and delivering our annual factory sample sales.

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About You:

We are looking for someone who is:

• Customer-focused: Able to handle queries with empathy and professionalism.
• Exceptional communication skills: Able to communicate clearly with our customers via phone, email, and other communication platforms.
• Computer literate: Competency in a broader range of systems, including Microsoft Outlook, Teams, and, ideally, some experience with CRM software.
• Organised: Able to manage and track multiple cases efficiently.
• Proactive: Comfortable taking initiative and responsibility for tasks.
• Detail-oriented: Attentive to the specifics of product issues and customer communication.
• Team-oriented: A collaborative team player who is self-motivated with a desire to champion our customers.

Experience in customer service, aftercare, or the outdoor industry is preferred but not essential. A passion for the outdoors is a must!
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Why Join OSC?

• Work with leading outdoor brands known for quality and innovation.
• Join a company committed to sustainability and environmental responsibility.
• Be part of a friendly team that shares your love for the outdoors.
• Cycle 2 Work scheme
• 25 days holiday plus Bank Holidays
• Holiday purchase scheme & holiday carry-over days
• Employer pension contributions
• Employee Assistance Programme ( EAP), Health Benefit Cash Plan
• Generous discounts on a wide range of products and brands.

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How to Apply:

Ready to apply? Submit your CV and cover letter, and tell us why you are the perfect fit for our Aftercare team. Send your applications to vacancy@oscltd.co.uk

Please Note: Applications may close early if we receive a high volume of suitable candidates, so please apply promptly. We thank all applicants, but only those selected for an interview will be contacted.