About the Role
We’re looking for a proactive and customer-focused Customer Service Advisor to join our team. In this role, you’ll be the first point of contact for our customers, helping them place orders, answering queries, and ensuring they have everything they need to complete their projects.
You’ll play a key part in delivering a seamless, high-quality customer experience while working collaboratively with colleagues across the business.
Key Responsibilities
- Respond to customer enquiries via phone, email, and live chat in a timely and professional manner
- Process orders, returns, refunds, and replacements accurately
- Proactively identify opportunities to enhance the customer’s basket and overall experience
- Proactively contact customers to follow up on samples and orders, converting interest into sales and maximising order value.
- Build strong relationships with customers and internal teams
- Keep customers informed throughout their journey, ensuring clear and consistent communication
- Develop strong product knowledge to confidently advise and support customers (full training provided)
- Work collaboratively with colleagues to deliver excellent service and achieve shared goals
- Adhere to company Health & Safety standards
- Take ownership of your personal development with support from management
Skills & Experience
- Excellent verbal and written communication skills
- Strong organisational and problem-solving abilities
- Ability to multitask and prioritise effectively in a fast-paced environment
- Confident using multiple IT systems
- Able to work both independently and as part of a team
Personal Attributes
- Positive, professional, and customer-first mindset
- Strong attention to detail
- Self-motivated with a strong work ethic
- Effective time management skills
- Comfortable communicating at all levels
- Interest in home improvement or the tiling industry (desirable, not essential)
Hours: Monday–Friday, 08:30–17:00
1 in 4 Saturdays (09:00–16:00) on a rota basis (post-probation)
Pay: £26,463.80 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
- Referral programme
Experience:
- Sales/Customer Service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
