Retail & Customer Experience Advisor
Location: Cambridge, CB24 4UQ
Salary: £27,000 – £30,000 per annum including performance-related bonus and overtime opportunities during peak period (x1.5 pay)
Contract: Full-time, Permanent
Hours: Monday–Friday, 7.5 hours a day, flexible hours between 8-5.
Benefits: 25 days’ holiday + company profit share scheme + up to 6% contributory pension + life cover
Help us deliver an outstanding experience for our customers
Are you a great communicator who enjoys helping people, solving problems and making sure things get done properly?
We’re looking for a Retail & Customer Experience Advisor to join our team at Beam Group.
This isn’t just a traditional customer service role. You’ll be at the heart of the experience we provide to consumers buying our premium brands, working across our direct-to-consumer websites, retail and marketplace channels.
You’ll speak directly with customers, help manage online orders and returns, work with teams across our business and make sure that every interaction with our brands leaves a positive impression.
If you’re organised, confident, commercially aware and genuinely enjoy helping people, this could be a great opportunity to build your career with us.
What will you be doing?
Every day will be different. You’ll work across a range of brands, customers and online platforms, taking ownership of queries and helping ensure we deliver the high standard of service our customers expect.
Your responsibilities will include:
· Looking after our customers – responding to enquiries by phone, email, live chat and social media in a friendly, knowledgeable and professional way.
· Solving problems – understanding what the customer needs, taking ownership and finding the right solution.
· Supporting our online retail operations – helping manage orders, returns, stock information and other daily activity across our D2C, retail and marketplace platforms.
· Working across the business – collaborating with our Sales, Logistics and Brand teams to resolve issues and keep customers happy.
· Keeping customers informed – making sure product information, FAQs, manuals and other content on our websites is accurate and up to date.
· Using data to improve our service – producing and managing reports covering customer interactions, orders and service levels.
· Looking for ways to improve – spotting recurring issues and opportunities to make the customer journey simpler and better.
Who are we looking for?
Experience is useful, but attitude is just as important to us.
We’re looking for someone who takes pride in doing a great job and genuinely cares about the experience they provide to customers.
You might be a great fit if you are:
Customer focused – you naturally want to help people and are willing to go the extra mile to find the right solution.
A great communicator – you’re confident speaking with customers and can communicate clearly and professionally in writing.
A problem solver – rather than simply passing an issue on, you enjoy understanding what has happened and finding a solution.
Organised – you’re comfortable managing different priorities and making sure nothing gets missed.
Calm under pressure – you can stay positive and professional when things get busy or when dealing with a difficult situation.
Comfortable with technology – you’re confident using Microsoft applications and happy learning new systems and online platforms.
A team player – you enjoy working with different departments and understand that great customer service requires people to work together.
Why Beam Group?
Beam Group is an established brand management and distribution business working with premium consumer brands across categories including small domestic appliances, air treatment and floorcare.
You’ll be based at our Cambridge facility and join an experienced team where you’ll gain exposure to customer experience, e-commerce, marketplaces, retail operations and premium consumer brands.
We want people to build careers with us, not simply fill roles. As you develop your knowledge and experience, there will be opportunities to take on more responsibility and develop your career across the wider business.
You’ll also receive:
· 25 days’ holiday
· Company Profit Share Scheme
· Contributory pension of up to 6%
· Life cover
· The opportunity to work with exciting premium consumer brands
· Exposure to different areas of a growing commercial business
Sound like you?
If you’re someone who enjoys helping people, solving problems and taking ownership – and you want to work in a business where you can learn, develop and make a genuine contribution – we’d love to hear from you.
The opportunity in one sentence
Join us and help create the kind of customer experience that turns someone who buys one of our products into someone who wants to buy from our brands again.
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Profit sharing
Work Location: In person
