Title: CST Product Specialist
Reports to: CST Manager
Location: Jubilee Road Offices
Hours of Work: 9am – 5pm, Monday – Friday (37.5 hours)
About the company
Aqualla specialises in premium bathroom solutions across the UK and Ireland. With consistent and impressive growth over the past decade, the company was acquired in 2021 by FM Mattsson Mora Group. Today, Aqualla Adamsez boasts a turnover of £16m and a dedicated team of more than 60 employees, with ambitious plans for further expansion.
Role Purpose:
The CST Product Specialist acts as a key escalation point for Customer Service Team (CST) Advisors, supporting queries that require deeper product knowledge across Aqualla, Adamsez, and Hotbath products.
This role is primarily focused on delivering a 5* service to customers with product-related queries, acting as the key support point for more complex enquiries that sit between CST Advisors and R&D. The CST Product Specialist ensures these queries are handled efficiently, accurately, and with a high standard of customer care.
A secondary focus of the role is to support CST Advisors through knowledge sharing, training, and documentation, enabling them to confidently resolve queries independently. The CST Product Specialist will also analyse escalation trends to identify opportunities to improve the customer experience and reduce repeat issues.
Highly technical product faults or defects will be escalated to the Technical R&D Advisor.
Key Responsibilities
Customer Product Support
· Act as the primary escalation point for CST Advisors on complex or technical product queries beyond their scope.
· Investigate and resolve escalated queries using product knowledge and structured troubleshooting.
· Provide clear guidance and feedback to CST Advisors to support customer resolution.
· Identify true technical faults or product issues and escalate these to the Technical R&D Advisor.
· Ensure all calls and escalations are documented accurately for future reference and learning.
· Build positive and professional relationships with customers, ensuring a helpful and approachable service experience.
· Support CST with spare parts identification and queries where required.
Knowledge Sharing & Training
· Maintain own product knowledge at a high standard.
· Develop, maintain, and continuously improve the internal knowledge base.
· Support training and coaching to CST Advisors to improve product knowledge and confidence
· Proactively identify knowledge gaps within CST.
Product Support & Documentation
· Translate complex product information into clear, user-friendly guidance for CST and customers.
· Ensure all documentation is accurate, up to date, and aligned with common customer queries.
· Track and report on the frequency and types of escalated queries.
· Analyse trends and recurring issues to identify opportunities for improvement.
· Provide actionable insights to improve customer experience, product usability, and CST efficiency.
Communication, Organisation & Professional Standards
- Communicate clearly and professionally with CST Advisors and internal stakeholders.
- Maintain strong organisation and prioritisation when handling escalated queries.
- Demonstrate attention to detail in diagnosing issues and documenting solutions.
- Take a proactive approach to improving processes, knowledge, and team capability.
Customer Services
· Complete Customer Service Advisor duties as and when required by the Customer Service Manager
Values-Based Competencies
The Customer Comes First
Enables CST Advisors to deliver clear, confident, and helpful support, improving the overall customer experience.
I Step Up
Takes ownership of escalations, ensuring queries are resolved or appropriately routed while identifying opportunities to prevent repeat issues.
We Win Together
Collaborates across CST, Sales, Operations, and R&D to share knowledge and improve both product performance and support capability.
Pay: £28,000.00-£30,000.00 per year
Work Location: In person
