Careers - HOCHANDA TV - Excellent career opportunities for you!
Your Arts and Crafts specialists
Your Arts and Crafts specialists
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Careers at Hochanda

Hochanda, The Home of Crafts, Hobbies AND Arts is a Shopping Channel dedicated to educating, entertaining and inspiring Craft and Hobbies enthusiast of all kinds. Our head office, including UK based contact centre, warehousing and state-of-the art TV facilities is based just outside of Peterborough, with easy train links to London and road links to the A1 & A14. Hochanda are passionate about providing high quality TV content focusing first and foremost on demonstrations, and then providing high quality and fair price products for crafters and hobbyists to create their own.

We currently broadcast 24/7 Sky 673, Freesat 817, & Freeview 85 as well as streaming Live in HD though IPTV technology online at www.hochanda.com. Broadcasting live for 15 hours a day, we offer a huge variety of shows and products. Our website is fully transactional and our in-house call centre with Sales and Customer services is open from 6am to 11pm.

Launched in August 2015 we now have a 120 strong team across all departments. We outsource very little as we pride our self in Hochanda staff providing Hochanda services to the Hochanda consumer. This we feel is the best way to see the passion throughout and ensure it reaches the end user. We are very proud of the team we have who have come from all corners of the Direct Response, Shopping TV, and Retail industry. Hochanda allows our team to really spread their wings and stretch their imaginations to bring the best out of their skills and experience.

We are a fast growing business and are always on the lookout for exceptional talent. So you think you can be part of the Hochanda family, can work in the fast paced, pressured, Live TV environment? Are you bursting with motivation and energy and can bring something special to the table? ...if you answered yes to at least one of these questions please get in touch, we would love to hear from you.

Any roles we currently have available are listed below. If your ideal role isn’t listed send us your CV and a covering letter to [email protected].

We will keep your CV on file for 6 months.

Current Opportunities

Operations Support Administrator

Location: Hochanda Global Limited, Nene House, Nene Valley Business Park, Oundle, PE84HN

Position Type: Full time

Closing Date: 11th December 2020

Description:

Working with both the Operations Support Team and Customer Experience Team, you will support delivery efficiency from the point of order to the customers door within service level agreements. The primary focus of this role is to ensure our customers receive the correct items in good condition quickly be it from the warehouse or from our suppliers.

Line Responsibility:

To: Operations Support Supervisor

Main duties include:

  • • Process and manage the operations email inbox to resolve enquiries.
  • • Complete data inputting or creation of various tasks / reports, such as pick counts, daily dashboards, goods received to name just a few
  • • Manage various database items such as Freedom pending and non-pending, Label errors, Quarantine, courier claims
  • • Maintain, create and update Operations wipe / notice boards and other communications tools to ensure relevant time bound information is always displayed.
  • • Liaise with suppliers and couriers to resolve any delays with dispatch, pick error or delivery.
  • • Monitor the non-shipped Hochanda warehouse and orders awaiting download to ensure we fulfil our orders within the agreed service levels
  • • Support various tasks such as returns, stock counts.
  • • Will assume additional responsibilities for the necessary growth of Hochanda and the operations team, to provide support for both the operations support supervisor, supplier support administration and the customer experience supervisor when required.

Desired Skills:

  • • Excellent communication skills.
  • • Strong organisational and time management skills.
  • • Computer literacy and a knowledge of Microsoft Office.
  • • Ability to work well as part of a team and on your own initiative.
  • • Quick thinker, with the ability to multitask and prioritise work.
  • • Experience of dealing with warehouse, sales or suppliers is a benefit.

Please consider the following when making your application:

  • We reserve the right to close vacancies early in light of a large response
  • Ensure you have an up-to-date CV
  • We do not accept CV's sent through from Recruitment Agencies

Hochanda is a TV Home Shopping channel, broadcasting on Freeview, Sky and Freesat, specialising in crafts, hobbies and arts. You will be working in our bright modern headquarters in Oundle, easily accessed from the A1.

Please attach your CV & cover letter in a word document.

Inbound Sales & Customer Services Adviser

Location: Hochanda Global Limited, Nene House, Nene Valley Business Park, Oundle, PE84HN

Position Type: Full time

Closing Date: 11th December 2020

Description:

We are recruiting for our busy contact centre, based in Oundle near Peterborough. You will be working as part of our inbound contact centre team taking a mix of sales calls and customer service calls.

Working five-days out of seven, 15:00 – 23:00, including weekends.

Main duties include:

  • • To place customer orders and strive to resolve all customer enquiries at first point of contact, primarily by telephone but also by correspondence and email.
  • • Handle any customer service queries to satisfaction.
  • • Identify and maximize sales opportunities through cross selling and up selling through a sale by service approach.
  • • Maintain knowledge on; products, procedures, and policies so a consistent high level of service can be provided to customers across all shifts.
  • • Identify, resolve, and record customer complaints.
  • • Working as part of a team to achieve individual and department KPI’s and SLA's.
  • • Undertake customer surveys as required.
  • • Other duties as required.

Desired Skills:

  • • Previous call centre experience with a sales background desirable, yet not essential.
  • • Must be highly motivated and a self-starter.
  • • Excellent team player.
  • • Passion for people and customer service.
  • • Be an effective communicator with excellent interpersonal skills.
  • • PC literate

Please consider the following when making your application:

  • We reserve the right to close vacancies early in light of a large response
  • Ensure you have an up-to-date CV
  • We do not accept CV's sent through from Recruitment Agencies

Hochanda is a TV Home Shopping channel, broadcasting on Freeview, Sky and Freesat, specialising in crafts, hobbies and arts. You will be working in our bright modern headquarters in Oundle, easily accessed from the A1.

Please attach your CV & cover letter in a word document.

Customer Experience Team Lead

Location: Hochanda Global Limited, Nene House, Nene Valley Business Park, Oundle, PE84HN

Position Type: Full time

Closing Date: 11th December 2020

Description:

Job Purpose: Taking direction from the Customer Experience Supervisor, as a team lead you will manage your team to deliver an outstanding customer experience. You will lead, coach and support your team to maximise productivity and ensure all KPI’s are met while you ensure that escalated customer queries are dealt with fairly and efficiently.

Line Responsibility:

To: Customer Experience Supervisor

For: Sales and Customer Service Advisors

Main duties include:

  • • Manage the call centre day to day to ensure we have adequate cover for shows and events during peak times.
  • • Responsible for the team of customer service advisors on shift, providing support and guidance
  • • Train, coach and develop the call centre team, from new employee onboarding to providing training on new events or suppliers.
  • • Takes responsibility for escalated customer complaints, deals with complaint calls with the aim to deliver first contact resolution.
  • • Ensure that all forms of customer communications platforms are responded to within the agreed service level agreements, including social media, customer service emails, Feefo,
  • • Carry out monthly advisor 1:1’s providing feedback on an individual basis, feed into the annual appraisals.
  • • Carry out advisor quality monitoring on all communication platforms.
  • • Promote and encourage Upsells within the team, ensure upsell information is relevant, up to date and is offered by all.
  • • Ensure that all manual payments and system details are complete within the agreed time scale and that GDPR, PCI safe handling procedures are always followed.
  • • Be the first line escalation point of contact to resolve customer queries, questions and complaints. Cancel orders or items when escalated keeping track of the reasons for cancellation. Ensure the use of customer credits and good will gestures are controlled and recorded.
  • • Will assume additional responsibilities to support the growth of Hochanda, the call centre and the call centre team, Supports the Customer Experience Supervisor when required.

Desired Skills:

  • • Strong ability to motivate others
  • • Ability to communicate at all levels via various channels – telephone, email and face to face.
  • • Ability to multi-task effectively through accurate planning, prioritisation and utilisation of own time and that of the team.
  • • Ability to handle complaints and difficult situations in a patient, calm and effective way.
  • • Continuous improvement minded with the ability to implement best practices.
  • • A good team player
  • • Attention to detail.
  • • Ability to work well under pressure.
  • • Strong organisational and time management skills.
  • • Computer literacy and a knowledge of Microsoft Office.

Please consider the following when making your application:

  • We reserve the right to close vacancies early in light of a large response
  • Ensure you have an up-to-date CV
  • We do not accept CV's sent through from Recruitment Agencies

Hochanda is a TV Home Shopping channel, broadcasting on Freeview, Sky and Freesat, specialising in crafts, hobbies and arts. You will be working in our bright modern headquarters in Oundle, easily accessed from the A1.

Please attach your CV & cover letter in a word document.