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Welcome to the Boots Customer Support Centre Business Partner Team. As customers are changing, so are we in our call centre support team! We are focusing on supporting our CSC advisors understand the business changes to ensure they are equipped to help our customers when they contact us. We currently gather insights based on contacts to help the wider Boots business understand where we have any issues or improvements, we can make to the customer journey. As well as the above we support the call centre with communications and, as a whole team, we support with driving Customer Benefits work our call centre. You will undertake by implementing initiatives such as updating marketing consents and generating revenue out of our supplier charging. We have an ambition to deliver significant revenue through great conversations and supplier charging - on behalf of the call centre - and you will be part of the team that can make this happen!
Job Responsibility:
Delivery of local monthly recognition schemes – Shining Stars and Customer Benefits – to recognise the great work that advisors undertake within the CSC
Main contact for the CSC's Hub SharePoint communications channel - send out alerts/engagement messages/CSC Good Morning notifications to advisors on the floor. Follow site governance and workflow approvals
Support the CSC with resolving pay queries escalated to the team, in a timely manner, to minimise any over or under payments that could cause financial difficulties to advisors
Support with a wide variety of admin tasks to ensure the smooth running of CSC activities. This includes working through queries received within the Supplier Charging and Admin team inboxes, processing leavers within the call centre, provide advice/coaching support on People Admin. You will also maintain the weekend on call rota for the wider business, and complete system access audits on behalf of the CSC
Create Purchase Orders on behalf of the call centre
Help support team colleagues with Supplier Charging work, as and when needed. This could include production of Supplier Charging compliance performance reports, help with monthly optimisation work, send monthly reports to Finance for processing, answer queries or help support with answering disputes from our suppliers
Support the wider CSC Business Partner and Insights team as and when needed
Requirements:
Excellent communication, including proficiency with Microsoft products
Accuracy and diligence
Demonstrate commitment to both individual and collective team success
Nice to have:
Previous Customer Support Centre (CSC) experience
Knowledge of Salesforce CRM and Sprinklr
Working knowledge of People Admin and payroll processes
Experience of using SAP EBP My Purchasing / SAP S/4 Hana
A creative flair
What we offer:
Boots Retirement Savings Plan
Discretionary annual bonus
Generous employee discounts
Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more
Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme