Customer Service Consultant

8 months ago

Purfleet, United Kingdom The Floor Room Full time

Main Responsibilities
**Customer Service Consultant - Hybrid Working - Purfleet**

**The floor room**, a subsidiary of Nestware, is the latest brand to be launched under the Nestware group. Its boutique-inspired flagship store is located on Tottenham Court Road in the heart of London’s premier design district, and we’re extremely excited about our plans to expand the brand to more locations.

**Our mission is to provide a customer first experience.**

A space to encourage creativity, putting the customers aspirations at the centre of our experience, allowing their creative ideas to become a reality. A space which enables, facilitates, and services our customers’ needs at every stage of their journey.

Creating a story, a vision, a home.

**The Opportunity: Customer Service Consultant**

The primary purpose of this role is to own, manage and resolve all customer service issues in a timely manner, delivering fair customer outcomes in accordance with regulatory requirements and company standards.

**About the Opportunity: Customer Service Consultant**

Join our dynamic team as a Customer Service Consultant, where you'll have the chance to make a significant impact on our customer experience. In this role, you will:

- Own, manage, and resolve all customer service issues efficiently, ensuring fair outcomes in line with regulatory requirements and company standards.
- Handle customer complaints autonomously, from initiation to resolution, adhering to company guidelines for swift outcomes.
- Collaborate with internal and external stakeholders to facilitate quick resolution of customer issues.
- Address service issues proactively, including authorization of allowances as needed.
- Manage inbound and outbound customer correspondence across various channels within specified SLA timescales, achieving key performance indicators.
- Keep customers informed throughout the resolution process, maintaining effective communication.
- Compile and maintain detailed records to provide a clear, accurate audit trail.
- Uphold customer, business, and employee protection by adhering to regulatory measures and demonstrating competence in data protection, fraud prevention, and compliance.
- Support the wider Service and Sales teams as needed, helping manage workloads and taking on additional tasks.
- Deputise for the Customer Service Specialist, providing necessary information and reports.

We are looking for a passionate, customer-focused individual with:

- Proven experience in a Customer Service environment, capable of working under pressure and maintaining pace.
- Exceptional written and verbal communication skills, with a demonstrable passion for delivering service excellence.
- A calm, flexible, and adaptable approach, able to handle challenging situations with confidence.
- Strong time management skills, with the ability to organize, prioritize, and problem-solve effectively.
- Experience working within internal standards and external regulatory frameworks.
- A clear and confident communication style, capable of establishing rapport with both customers and colleagues.
- Desirable: Experience in telephone sales, and familiarity with regulated complaints, GDPR, and ADR.

This role offers a unique opportunity to contribute to our team's success while developing your skills in a supportive and challenging environment. If you're ready to take your customer service career to the next level, we'd love to hear from you.

**At The Floor Room, we pride ourselves on our commitment to providing excellent customer service across the Group. In return, we offer a competitive salary, benefits package, and the opportunity to work with a talented and dedicated team.

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