Online Customer Service Advisor
About Builder Depot
Builder Depot is one of the UK's leading independent builders' merchants, with five branches across North and North West London and a growing e-commerce operation that serves customers nationwide.
Our online team is based at our largest branch in New Southgate. We're dedicated to making every online order as smooth as possible, from the first enquiry through to delivery and beyond.
The Role
As an Online Customer Service Advisor, you'll be the voice of Builder Depot for our online customers — handling enquiries by phone, email and live chat, and owning each customer's experience from the moment they get in touch. Whether someone is placing an order, chasing a delivery, arranging Click & Collect or sorting out an issue, you'll be the person who makes it right.
This is a busy, varied role in a fast-moving environment. You'll move between multiple channels, prioritise your own workload, and step in to support the wider team and other departments when needed.
Key Responsibilities
- Customer support across channels: Handle online customer enquiries by telephone, live chat and email, giving clear, friendly and accurate help at every stage of the order journey.
- Order and delivery management: Support customers from order placement through to delivery and beyond — including delivery queries, and post-sale follow-up.
- Complaint resolution: Respond proactively to customer tickets, handle complaints and issues calmly and effectively, and aim for first-contact resolution.
- Service quality: Maintain a high standard of service and strong customer satisfaction (CSAT) ratings, taking pride in every interaction.
- Sample sales support: Support the team with sample sales calls, helping turn customer interest into orders.
- Ticket management: Manage customer interactions through Zendesk, keeping records accurate and up to date.
- Team support: Prioritise your workload effectively and assist in other areas or departments when needed.
Ideal Candidate
- At least one year in a call centre or customer service environment (required).
- Great phone manner plus excellent verbal and written communication, with adaptable writing skills for different customers and channels.
- Effective, empathetic listening and a sharp eye for detail, so every query is handled correctly.
- Strong organisational skills and the ability to prioritise under pressure, working well both independently and as part of a team.
- Confident PC skills and a willingness to learn new systems (such as Zendesk and our order management tools).
- Flexible, proactive and keen to learn, improve and adapt.
- Some knowledge of the building or construction trade is useful but not essential — we'll help you learn the rest.
Team Culture
Our online team is small, collaborative and values honesty, compassion and open communication. We're looking for someone who shares those values and enjoys working in a supportive, team-oriented environment where everyone pitches in.
Hours & Pay
- Pay: £13.00 per hour
- Contract: Full-time, Permanent.
- Location: In person at New Southgate (N11 1QJ)
- Hours: 42.5 hours per week
- Shift pattern: Monday – Friday 9:00-18:00, with working every other Saturday 07:00-16:00.
If you're passionate about delivering excellent customer service and enjoy a fast-paced, varied day, we'd love to hear from you. Join our team and help us keep Builder Depot's online customers coming back.
Pay: £13.00 per hour
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- Private medical insurance
Application question(s):
- Are you willing to work fulltime at our New Southgate location (N11 1QJ)?
Experience:
- Customer Service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
