Join an award-winning retailer where customer experience really matters.
At Flooring Superstore, we're passionate about delivering outstanding service from the moment a customer places an order through to the completion of their project.
Since launching online in 2012, we've grown into one of the UK's leading flooring retailers, with over 300 colleagues, multiple specialist brands, our own nationwide delivery network and ambitious plans for continued growth.
We're now looking for someone to join our Customer Experience team—a role that sits at the heart of our business.
This isn't a quiet customer service role. It's busy, fast-moving and incredibly rewarding for someone who enjoys solving problems, speaking to people and making a genuine difference.
About the Role
The majority of your day will be spent making outbound callback calls to customers and fitters.
These aren't sales calls—they're important follow-up conversations where you'll provide updates, resolve issues, answer questions and help customers through every stage of their journey.
Alongside calls, you'll also:
- Respond to customer service emails
- Support Live Chat during busy periods
- Complete administration to keep customer cases updated
- Work closely with internal departments to find the best outcomes for customers
- Help ensure every customer receives the high level of service we're known for
No two days are the same. You'll often be managing several conversations and tasks at once, prioritising your workload while remaining calm, professional and empathetic.
What We're Looking For
You'll be someone who enjoys talking to people and can build trust quickly over the phone.
You'll also have:
- Previous customer service experience
- Excellent communication skills, both written and verbal
- Confidence handling a high volume of outbound calls
- Strong organisational skills and the ability to prioritise
- A resilient mindset and the ability to stay calm under pressure
- Great attention to detail
- A positive attitude and willingness to learn
- The ability to empathise while remaining professional
- Confidence working with multiple systems and tasks at the same time
Flooring or fitting knowledge would be an advantage, but it isn't essential.
Why Join Flooring Superstore?
We're proud of the culture we've built and believe our people are the reason for our success.
A few things we're proud of:
- Award-winning online and offline retailer
- Over 300 colleagues nationwide
- Our own UK delivery network
- Continued expansion across the UK
- More than 70% of our managers have been promoted internally
What You'll Receive
- £13.00 per hour
- 5% employer pension contribution
- Enhanced holiday allowance (6.2 weeks)
- Hybrid working after probation (work from home every Friday)
- Early finish every Monday
- Enhanced maternity and paternity packages
- Company loyalty scheme
- Discounts with major retailers
- 25% staff discount on our products (including friends and family)
- Health and wellbeing support
- Company sick pay (qualifying staff)
- Free on-site parking
- Genuine opportunities to progress your career
You'll also be joining a business that actively supports charities across the UK and continues to invest in environmental initiatives, including tree planting and ocean clean-up projects.
Working Hours
37.5 hours per week.
- Monday: 8:30am – 2:00pm
- Tuesday to Friday: 8:30am – 5:00pm
We'd Love to Hear From You If...
You're someone who enjoys keeping busy, loves speaking to people, takes pride in delivering excellent customer service and wants to build a career with a growing business.
If this sounds like you, we'd love to hear from you.
Equal Opportunities
Studies show that some people are less likely to apply unless they meet every requirement. If you're excited by this opportunity but don't tick every box, we'd still encourage you to apply.
At Flooring Superstore, we're committed to creating an inclusive workplace where everyone is treated fairly and has the opportunity to succeed, regardless of background.
Pay: £13.00 per hour
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Store discount
Application question(s):
- Why do you think you'd be a great fit for this role?
- What does excellent customer service mean to you?
- Do you have any flooring or fitting experience? (not essential)
- Are you happy with the advertised pay?
- Are you happy with the working hours?
Work Location: In person
