Job Description
Job Title: Customer Service Advisors
Location: Huddersfield, UK
Job Type: Full-time, Permanent
Salary: £12.85 per hour + bonus
Hours: 8:30am - 5pm - Monday to Friday
About the Role
We are looking for a confident, empathetic and solution-focused Customer Service Advisors to join our Customer Care team in Huddersfield. This role is ideal for someone who can stay calm under pressure, investigate issues thoroughly and turn difficult customer experiences into fair, clear and positive outcomes.
You will take ownership of customer enquiries from first contact through to resolution, handling cases by phone, email and online channels. You will work closely with Team Managers, the Production Team and other departments to understand the root cause of customer issues, identify trends, and support improvements to the overall customer experience.
Working Hours
· 8:30am - 5pm - Monday to Friday
Key Responsibilities
Customer Support and Complaint Handling:
· Receive, acknowledge and manage customer enquiries across phone, email and online channels in a timely and professional manner.
· Take ownership of enquiries from initial contact through to resolution, keeping customers informed and setting clear expectations throughout.
· Listen carefully, show empathy and de-escalate challenging conversations while remaining fair, calm and confident.
· Investigate complaints by reviewing order details, customer contact history, product information, delivery updates and any relevant internal notes.
· Identify the root cause of complaints and agree appropriate resolutions in line with company policies, processes and customer care standards.
· Clearly explain outcomes to customers, including what we can do, why we have reached a decision and any next steps required.
· Escalate complex, sensitive or high-risk complaints to Team Managers where appropriate, providing clear summaries and supporting evidence.
Case Management and Administration:
· Log complaint details accurately and maintain clear, detailed records of all actions, decisions and outcomes.
· Manage your own caseload effectively, prioritising urgent cases and meeting agreed response and resolution timescales.
· Follow up with customers after resolution where required to ensure the issue has been fully closed and the customer understands the outcome.
· Work collaboratively with Customer Care colleagues and other departments to resolve issues efficiently and consistently.
Brand Representation
· Represent the 247 Blinds brand positively in every customer interaction, especially when customers are frustrated or dissatisfied.
· Balance customer care with commercial awareness, ensuring resolutions are fair for both the customer and the business.
· Maintain a courteous, professional and supportive approach with customers, colleagues and internal stakeholders.
Continuous Improvement
· Spot recurring complaint themes and share feedback that may help improve products, processes, communication or the wider customer journey.
· Contribute to improvements in complaint handling processes, templates and customer communication.
· Achieve Key Performance Indicators relating to complaint quality, responsiveness, accuracy, customer experience and case resolution.
Essential Skills and Experience:
· 1+ years of experience in a customer-focused role, ideally within customer service, complaints handling, retail, ecommerce or a contact centre environment.
· Experience handling difficult conversations would be highly beneficial.
· Excellent verbal and written communication skills in English.
· A calm, professional and empathetic approach when dealing with customers.
· Strong problem-solving skills, with the ability to investigate issues and make fair, practical decisions.
· High attention to detail and accuracy when recording information and managing customer cases.
· Ability to work under pressure, manage workload effectively and meet deadlines.
· High level of computer literacy, including proficiency in Microsoft Office.
· Ability to work independently while also supporting others within the team.
· A positive and resilient attitude, with a commitment to delivering high-quality customer service
What We Offer
As well as a competitive starting salary, we provide an enhanced benefits package, including:
· Enhanced annual leave with additional leave for long service.
· KPI based rewards.
· Loyalty bonus and long service awards.
· Up to 30% discount on company products after 3 months of service.
· Employee referral scheme.
· Employee recognition schemes.
· Free on-site parking.
· Casual dress.
· Opportunities for promotion and development.
Benefits
· Additional leave
· Canteen
· Casual dress
· Company pension
· Employee discount
· Enhanced maternity leave
· Enhanced paternity leave
· Free parking
· On-site parking
· Referral programme
· Store discount
Experience
· Customer call handling: 1 year preferred
· Customer service: 1 year required
· Complaints handling or case management experience preferred
Language
· English required
Work Location
In person
Job Types: Full-time, Permanent
Pay: £12.85 per hour
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Store discount
Experience:
- Customer Call Handling: 1 year (preferred)
- Customer Service: 1 year (required)
Language:
Work Location: In person
