Customer Service Advisor

2 weeks ago


Swindon, Swindon, United Kingdom Oak Furnitureland Full time
Start date - 17th July 2023.

At Oak Furnitureland, the Customer Centre is the heart of our business and the voice of our customers.

Ever since we started out, quality has been at the forefront of everything we do. We're still guided by our original vision. We think every home deserves beautiful furniture that's made for real life. And we keep the prices real, too.


As a customer service adviser, you will use your empathy and customer first attitude to resolve various customer queries and complaints, from helping customers to change their order or delivery date, to more complex issues such as damaged or faulty products.

We recognise that each of our customers have unique queries, and therefore give you a solutions framework that allows you to resolve each customers' issue in the right way


This role is based in our office in Swindon, as we believe that the best coaching and development you can get in this role is in person, with your team around to support you in your career.


Who we need:


In Customer Service, we work as a team to truly understand and capture the issues that our customers experience on a daily basis in order to continually drive improvements.

We are looking for people who demonstrate the following behaviours & attributes:
Helpful, friendly and solution focused
Role model great behaviours
- a can do attitude, positive outlook and committed to be their best authentic self
Able to deal with a fast paced work environment
Resilient and can work under pressure
Confident enough to report when our processes do not work, or when things go wrong
Happy to work as a team to resolve customers, process and system issues
Great rapport builder, who understands our customers
Responsible and accountable for their own actions
- taking ownership of complaints and seeing them through to completion
Self-motivated and supportive team player

What will you do
Handle customer queries and complaints, helping them find the right solution, adhering to department and company policies
To complete any promised follow up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers minimising further issues and complaint escalations
Deliver Customer Service targets and KPI's in line with company expectations
Log errors and issues on our systems to help improve our customer experience
Keep up to date with our products and services

What we offer
2 week induction with probation reviews at 6 weeks, 3 months and 6 months
Monthly quality conversations with your Team Manager to support your development and wellbeing
Monthly performance review meetings
Weekly buzz sessions and coaching sessions with your Team Manager
Weekly feedback sessions with our Quality Monitoring team
Monthly Department meetings to help you keep up to date with what is happening around the business
Monthly Voice of the People Forum
- your opinion counts
Wellbeing and discount benefits scheme (Hapi)
Christmas Team event
Your birthday off
Generous staff discounts

Your working week
Customer Service department is open Mon

  • Sat 9am 6pm
5 days in the office per week, with 1 in 4 Saturdays

Skills and Experience

Previous customer service experience is desirable
Previous call centre experience is preferred but not essential
Great communication skills
Great written skills is an added advantage
Computer literate
- comfortable working with multiple systems
Ability to stay calm in challenging conversations
Good organisation skills

INDRLC

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