THE OPPORTUNITY
An exciting opportunity for a professional maybe from within bathroom/kitchen environment or the trade wanting to gain a new role. Working within a dedicated team you will be responsible to provide professional and timely service to our customers who request technical and product support for our brands. As a key member of the team you will help to provide the highest level of service to our customers and bridge product development, sales, marketing, and customer support, ensuring technical accuracy, compliance, and optimal product performance
About us
As an independent, family run distributor of bathrooms, we are exactly that, free from external pressures. Within our portfolio we also have 3 of our own factories. Our passion for world class bathrooms along with our strong family values are at the core of everything that we do and have been doing for over 40 years.
Our goal is to offer beautifully designed, quality, world-class bathroom products with the service to match. Through both our distribution and manufacturing businesses, we aim to inspire and reinvent the bathroom as the primary source of sanctuary and calm in the home.
Main Responsibilities
- Offer expert technical advice and support to our customers.
- Work with Brand Managers to ensure customers are fully aware of the available support.
- Monitor and manage the technical support inbox and dedicated phone line for our brands ensuring that all emails and calls are responded to in a timely and professional manner.
- Maintain accurate and organised records so that a case history is available as a resource.
- Develop product knowledge and request training when required.
- Analyse outcomes of logged cases including product failures, faults and spares supplied and report monthly.
- Keep a record of replacement parts supplied FOC including associated costs and report monthly.
- Make recommendations to Managers regarding improvements in efficiencies and to improve customer service levels.
- Raise orders for any required spares.
- Feedback to customers and NPD team.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
- Experience of working within a technical environment gained within heating or plumbing, either direct or at customer service level.
- Excellent product and technical/installation knowledge
- Experience in dealing with customers and end users in a professional manner when handling potentially difficult and contentious situations.
- Ability to create working relationships with existing and potential customers, suppliers and Company internal departments.
- A good team player who is able to work alone as well as contributing to the overall success of the team.
- Ability to work under pressure to support these rapidly growing and increasingly important brands.
- Positive and professional approach
- Excellent written skills with the ability to write concise and professional emails
- Effective communicator
- Data entry skills where attention to detail is critical
- Excellent organisational and interpersonal skills.
- Determination and drive for results.
- Ability to multi-task.
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
Experience:
- customer service: 1 year (required)
- heating or plumbing: 5 years (preferred)
Work Location: In person
