Silentnight is the UK’s most trusted sleep brand, renowned for quality, innovation, and comfort.
We are looking for a Customer Service Advisor to join our team on a 12 month FTC.
You will be the vital link between our customers, internal teams, and delivery partners. You’ll handle a range of customer needs — from order support to delivery coordination — with empathy, efficiency, and professionalism. You’ll uphold our core values: Trust, Integrity, Growth Mindset, Team Spirit, Positive Energy, and Service Excellence, delivering experiences that reflect the comfort and quality we promise in our products.
Key Responsibilities:
Customer Interaction & Service Excellence
- Deliver friendly, knowledgeable service to customers, from retailers to end users, resolving queries and complaints promptly and professionally.
- Communicate with care and empathy — especially in situations involving delayed or damaged product deliveries.
- Handle inbound calls, emails, and live chats to resolve order and delivery queries efficiently, often acting as the customer’s liaison with production or logistics teams.
- Take ownership of complaints, ensuring every customer feels valued, heard, and supported.
- Provide honest, realistic delivery updates or solutions, and follow through on commitments to maintain trust.
Order Management & Industry-Specific Accuracy
- Accurately process and update customer orders for beds, mattresses, and accessories across internal systems and customer portals.
- Manually input bespoke or bulk orders from retailers, ensuring load dates align with production and delivery schedules.
- Understand product variations (e.g. size, firmness, fabric) and relay accurate information to avoid manufacturing or delivery errors.
- Maintain strong attention to detail when handling measurements, delivery instructions, and custom requests.
Reporting & Continuous Improvement
- Ensure all customer interactions are logged accurately with proper codes to support clear reporting and trend analysis.
- Update shared tools and trackers with account information to support cross-team visibility and coverage.
- Escalate issues with carriers or manufacturing teams, highlighting repeat issues and helping to identify process improvements.
- Embrace feedback and participate in continuous improvement initiatives to refine how we serve customers and manage internal workflows.
Team Collaboration & Flexibility
- Flex across customer accounts (e.g. independent retailers, national chains, contracts, online platforms) as business needs evolve.
- Collaborate with planning, production, and delivery teams to meet customer expectations and support order flow.
- Share knowledge and contribute to a team culture rooted in team spirit, where support, learning, and problem-solving are shared.
- Support cover during team absences or high-demand periods, always maintaining a service-first mindset.
Industry Partner & Carrier Liaison
- Communicate proactively with third-party delivery partners and logistics providers to address issues, delays, or customer feedback.
- Ensure accurate, respectful communication when representing the business to external parties.
- Log carrier performance issues and escalate them appropriately to maintain high standards of service excellence.
- Build dependable relationships with partners through transparency and accountability.
Commercial Awareness & Business Support
- Be aware of product lead times and seasonal fluctuations in demand (e.g. pre-holiday delivery surges), adapting communications accordingly.
- Offer insights from customer feedback that could improve retention, sales, or operational efficiency — even though this role is not sales-targeted.
- Assist with ad hoc internal queries, retailer account support, and portal-related issues that arise from across the business.
- Take initiative to find accurate information before responding, always delivering with integrity and positive energy.
What You Bring:
- Strong communication skills and a genuine desire to help customers
- High level of accuracy, particularly in data entry and product detail management
- Problem-solving mindset and initiative
- Proficiency in systems like CRM, order tracking, and Microsoft Office tools
Key Behavioural Competencies:
We are seeking a team member who consistently demonstrates the following behaviours:
Customer Commitment: Demonstrates genuine care for every customer interaction, going above and beyond to deliver a helpful, respectful, and memorable experience. Keeps the brand’s reputation and long-standing customer loyalty at the heart of every decision.
Collaboration: Works effectively with others, supports team goals, and values diverse perspectives. Builds positive relationships across teams and departments.
Adaptability: Responds positively to change and is flexible in approach. Remains calm under pressure and adjusts priorities when needed.
Integrity and Ethics: Acts with honesty, transparency, and respect. Maintains confidentiality and adheres to company policies and ethical standards.
Ownership and Accountability: Takes personal responsibility for resolving issues, following through on commitments, and learning from experience. Owns their performance and contributes to team goals with pride.
Goal Orientation and Results-Driven: Focuses on setting, pursuing, and achieving measurable targets and outcomes. Demonstrates determination, resilience, and a proactive mindset to reach individual and team goals while maintaining high standards. Embraces challenges as opportunities for growth and consistently works towards exceeding expectations.
Our Core Values in Action:
- Trust: Keep your word, follow through, and earn confidence from customers and colleagues.
- Integrity: Always act in the best interest of the customer and business, even when no one’s watching.
- Growth Mindset: Welcome change, seek feedback, and look for opportunities to improve.
- Team Spirit: Pitch in, collaborate, and support others — we win together.
- Positive Energy: Bring kindness, enthusiasm, and encouragement into every customer and team interaction.
- Service Excellence: Aim for high-quality, efficient, and memorable service in every task.
What you'll get:
- 23 days holiday plus bank holidays
- Free parking
- On site canteen
- Staff discount on Silentnight products
- Enhanced family friendly leave
- Employee Assistance Programme
- Volunteering leave
Silentnight is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Types: Full-time, Fixed term contract
Pay: Up to £25,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme
Ability to commute/relocate:
- Barnoldswick BB18: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
