Customer Experience & Aftercare Advisor
Location: Oldbury, West Midlands
Salary: £30,000 – £35,000 per year, depending on experience
Type: Full-time, Permanent
Hours: Monday to Friday, 8:00am – 4:30pm / 9:00am - 5:30pm (depending on preference)
Weekends: No weekends
Working Pattern: Office-based
The Opportunity
Grain and Frame is looking for a thoughtful, organised and confident Customer Experience & Aftercare Advisor to join our small team.
This is a varied customer-focused role in a growing premium furniture business. You will support customers before and after their purchase, help resolve delivery or product issues, and play an important part in making sure every customer feels listened to, respected and well looked after.
This is not a call centre role. You will be given trust, support and responsibility, with regular Monday to Friday hours, no weekend work and a stable working pattern; 8:00 am – 4:00 pm or 9:00 am - 5:30 pm, depending on your preference.
About Grain and Frame
Grain and Frame is a growing furniture brand specialising in premium dining tables and home furniture.
We are a small, friendly team based in Oldbury, with a focus on quality products, honest communication and excellent customer care. Our customers are often making an important purchase for their home, so the way we support them really matters.
You will be joining a business where people work closely together, help each other and take pride in doing things properly.
About the Role
As our Customer Experience & Aftercare Advisor, you will be a key point of contact for customers via phone and email.
You will receive sales calls from customers who are interested in our dining tables and chairs, helping guide them through their options so they can choose the right furniture for their home.
You will also help with delivery updates, aftercare questions and product-related issues. When something has gone wrong, such as a damaged item or a delivery issue, you will help guide the customer through the next steps in a calm, clear, and reassuring way.
You will work closely with our warehouse, logistics team and our team to make sure customer issues are followed through properly and resolved fairly.
Key Responsibilities
Your responsibilities will include:
- Responding to customer enquiries by phone and email
- Supporting customers before, during and after their purchase
- Helping resolve delivery issues, product concerns and aftercare queries
- Handling damaged product complaints calmly and professionally
- Coordinating with the warehouse, logistics team and courier partners
- Booking deliveries, collections and replacements where needed
- Keeping customers updated clearly and proactively
- Maintaining accurate records across Gmail, Google Sheets and courier systems
- Sharing feedback with the rest of the team, where customer issues or patterns could be improved
About You
We are looking for someone who is naturally calm, friendly and well organised.
You should enjoy helping people, be confident speaking on the phone, and stay composed when a customer is upset or frustrated. You do not need to have all the answers straight away, but you do need to be willing to listen, ask the right questions and follow things through.
You would be a great fit if you are:
- Warm, calm and professional with customers
- Confident speaking on the phone
- Clear and thoughtful when writing emails
- Well organised and reliable
- Good at managing your own workload
- Comfortable working as part of a small team
- Able to stay fair and balanced in difficult conversations
- Practical and solution-focused
- Empathetic without taking things personally
- Comfortable using email, spreadsheets and business systems
- Someone who takes pride in doing a job properly
Experience
Previous experience in a customer-facing role is important. This could be in customer service, customer experience, aftercare, sales support, retail, hospitality, admin, reception work, logistics support or another people-focused role.
Experience dealing with complaints, delivery issues, product issues or aftercare queries would be helpful, but we are more interested in your character, communication style and ability to stay calm and organised.
Experience using Gmail, Google Sheets, courier systems or ERP systems would be useful, but training can be provided.
What Makes This Role a Good Opportunity
This is a stable, rewarding role in a growing business where your contribution will be noticed.
You will work closely with the owners and the wider team, with clear expectations, support when needed and the trust to manage your responsibilities. Because we are a small team, you will have variety in your day and the opportunity to make a real difference to how customers experience Grain and Frame.
This role would suit someone who wants to feel valued at work, be part of a supportive team and take ownership of meaningful customer relationships.
What We Offer
- £30,000 – £35,000 per year, depending on experience
- Full-time, permanent role
- Monday to Friday working hours
- No weekend work
- 8:00 am – 4:30 pm / 9:00 - 5:00 pm working day
- Free on-site parking
- Staff discount
- Company pension
- Holiday allowance
- Relaxed dress code
- Small, friendly team environment
- Direct access to the business owners
- A trusted role with real responsibility
- Supportive, non-corporate working culture
This Role Could Be Right For You If...
You are looking for a stable, positive role where you can use your communication skills, help customers and be part of a small team.
You enjoy bringing calm to difficult situations, solving problems and making people feel reassured. You are organised, dependable and like the idea of working somewhere that values kindness, common sense and doing things properly.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Ability to commute/relocate:
- Oldbury B69 2RE: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
