Aftersales Advisor
Part-Time | Permanent | Up to 24 hours per week (3 days)
Location: Bristol, BS4 5PS
Pay: £13.00 per hour (starting)
No agencies please — direct applicants only.
About Swann Sleep
Swann Sleep is a British mattress manufacturer based in Bristol, supplying trade and B2B customers across the UK. We manufacture our own collections in-house, including our exclusive UK licence for Copper Fresh antimicrobial technology, developed with 12 years of R&D alongside the University of Birmingham. We're looking for a proactive, customer-focused Aftersales Advisor to join our Bristol site.
The Role
A varied, fast-paced role supporting both our trade and retail customers after their order is placed. You'll take inbound calls and queries, follow up with customers on outstanding issues, and process orders across our systems. No two calls are quite the same, so we need someone who thinks on their feet, asks the right questions, and takes real ownership of getting things resolved.
We work to a strict SLA of responding to all customer queries within 24 hours, so pace and organisation matter as much as a friendly manner.
Part-time, working 3 days a week up to 24 hours. We'd consider flexible working hours and days to suit the right candidate.
Duties
- Handle inbound calls and queries from trade and retail customers
- Follow up proactively with customers on open queries, orders, or issues
- Process and track orders across Mintsoft, Mirakl, Shopify and Amazon
- Multi-task across calls, emails, and order systems in a fast-paced environment
- Investigate and resolve customer queries, asking the right questions to get to the root of an issue
- Escalate more complex issues to the right person or department where needed
- Ensure all queries are responded to within our 24-hour SLA
- Maintain accurate records of customer interactions and order updates
Essential Requirements
- At least 2 years' experience in customer service or a similar role
- Confident, proactive, "get up and go" attitude
- Strong problem-solving skills — able to ask the right questions and think on your feet
- Comfortable multi-tasking in a fast-paced environment
- Customer-first approach with excellent phone manner
- Reliable and well organised, able to consistently meet response-time targets
Desirable Experience
- Experience using Mintsoft, Mirakl, Shopify or Amazon Seller Central
- Experience in a trade, ecommerce, or manufacturing business
What We Offer
- Part-time hours with flexibility on days/hours for the right candidate
- Company pension
- On-site parking
- Company uniform provided
- Ongoing training and development
- Be part of a close-knit, growing British manufacturer
This Role May Suit Candidates From:
- Customer service or contact centre backgrounds
- Ecommerce or order processing roles
- Trade, retail, or B2B customer support
- Aftersales, returns, or complaints handling roles
Apply Now
If you're a proactive problem-solver with a genuine customer-first approach, we'd love to hear from you.
Experience: Customer service or similar — 2 years (required)
Work Location: In person
No agencies please — direct applicants only.
Pay: From £13.00 per hour
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
