Overview
We are an established kitchen and bathroom business with showrooms in Ayr, Glasgow, Edinburgh and Stirling. Delivering beautiful kitchen and bathrooms with high quality products at an affordable price is what we are all about.
The Role
This is not a traditional customer service role. This is a problem-solving role where you'll take ownership of our most challenging projects and customer situations, working with our installation teams, suppliers, sales designers and management to achieve the best possible outcome.
You'll become the person everyone turns to when a project needs calm leadership and decisive action.
Responsibilities
- Take ownership of customer issues from initial complaint through to resolution.
- Manage complex customer situations professionally and confidently.
- Build trust with customers by communicating honestly and proactively.
- Liaise with installers, suppliers and internal departments to resolve issues quickly.
- Arrange and attend customer site visits where appropriate.
- Negotiate practical solutions while protecting both the customer experience and the company's interests.
- Keep customers updated throughout the resolution process.
- Support the Operations team by taking ownership of escalated situations.
- Identify recurring issues and work with management to improve processes.
- Help maintain our excellent reputation by turning difficult situations into positive outcomes wherever possible.
About You
You'll be someone who naturally remains calm when others are not. You won't be intimidated by confrontation, but you'll always remain professional and respectful. You'll be confident making decisions, setting expectations and having difficult conversations. You understand that people are often frustrated with the situation rather than the individual they're speaking to, and you're able to separate emotion from problem-solving.
Experience
Experience within kitchens, bathrooms or construction would be an advantage but is not essential. We're equally interested in applicants with backgrounds in project management, insurance claims, logistics, housebuilding, hospitality management, customer resolution or other roles where resolving complex problems and managing difficult conversations has been a key part of the job.
What Success Looks Like
Success in this role isn't measured by how many phone calls you answer.
It's measured by:
- Customers feeling informed and listened to.
- Problems being resolved quickly and fairly.
- Projects staying on track wherever possible.
- Difficult situations being de-escalated professionally.
- Positive relationships being maintained with customers and installers.
- Supporting colleagues by taking ownership of the toughest situations.
Whats In It For You
- Salary is dependent on level of experience
- Monday to Friday, no weekends required
- Company Pension
- 28 Days Annual Leave
- Supportive Team
- Full Systems Training
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: Hybrid remote in Stepps G33 4DB
