Customer Success Specialist

3 months ago


Warminster, United Kingdom Furniturebox UK Full time

**Role**:Customer Success Specialist

**Salary: Range** - £26,500.00 - £28,500.00

**Hours**:37.5 hour working week with 30 minutes unpaid lunch**

Worked over a rota Monday to Friday 7 am - 8 pm, with 1 in 3 weekends to include Saturday/Sunday shifts also on a rota basis with a day off in lieu during the week.
Each Monday to Friday week will have a maximum of 1 x 8pm finish.

**Location**:Hybrid Working: Warminster/WFH

**Department**: Customer Services

**Contract Type**: Full Time - Permanent

**Reports to**:Customer Success Manage**r**

**Company description**

An exciting opportunity to join one of the Sunday Times' 100 Fastest Growing Businesses with a supportive and encouraging team culture.

Furniturebox is a fast-growing online furniture business dedicated to beautiful, quality, and affordable products backed with exceptional customer service. Offering free next day delivery up until 8pm, free returns, a 2-year guarantee and an average 4.9 out of 5 stars on Trustpilot with 6,500+ reviews. The two Directors (and Co-Founders) have big plans to continue growing to become the biggest and best furniture company in the UK, USA and globally.

**Role Summary**

The Customer Success Specialist will provide outstanding customer service on both incoming and proactive outgoing customer enquiries and be able to manage customer expectations and assist in resolving queries by taking ownership of issues.

The Customer Success Specialist is also responsible for the management and accurate storage and use of Customer-related data ensuring use in accordance with company policies. They will assist customers with problems or unexpected situations, provide solutions, and ensure customer issues are resolved in a timely manner. They will develop and maintain customer relationships, maintain accurate records of customer interactions, and provide a great customer experience.

**Duties and Responsibilities**

You’ll work on your own and with your team to effectively support our customers and join the company in its drive to be the number one company for home furniture in the UK

**Requirements**:

- Confident at talking on the phone to customers (essential)
- Dealing with customers in a professional and understanding way (essential)
- Good communication skills and ability to work well in a team (essential)
- Energetic and positive mentality (essential)
- Good literacy ability (essential)
- Ideally would have had experience in dealing with customers previously (preferred)
- Able to work to a rota and cover regular periods at the weekend on a rota basis (essential)
- Organised and methodical approach (essential)
- Able to prioritise workload and work on own initiative or as part of a team (essential)
- Experience working in a contact centre environment for at least one year (preferred)
- Full driving licence and own transport (preferred)

**The Bonus Bits - A few extra things we do to make Furniturebox a great place to work**:

- Perkbox membership for discounts and savings on lots of your everyday essentials, wellness, and other special treats
- Staff discount across our product range
- Employee of the month: we want to celebrate our successes across the whole company.
- Discounted private healthcare with Vitality.
- Employee Assistance Programme (EAP) through Bupa
- Team events: we plan events and regular get-togethers for our teams to have fun and socialise - if that's something you would like to take part in
- Option for hybrid working.
- Holiday increments that increase after 2 years
- 25 days holiday (plus bank holidays)
- Cake on Wednesdays and Beer (or Cider/Wine) on Fridays

**More Bonus Bits/Info - Just in case you needed any more.**

**The people you will work with**

**Customer Success Team**: Your team will be there to help and support you

**Despatch Team**: Working with the team to check on orders and delivery information

**Knowledge Team**: Using our Knowledge Base of over 900 documents to help you in your learning journey with us, also you can feedback any information you would like to see included

**Marketing Team**: Always on hand to help with any specific product query or query with our website

**What we will do to make sure you’re successful in the role**:
The Furniturebox team has been rapidly growing over the last couple of years thanks to dedicated teams in Bristol and Wiltshire who are always coming up with new ideas and being given the creative freedom to implement them. We’ve created a culture of sharing ideas and being open to trying new things and will encourage you to do the same. We love working with people who are enthusiastic and passionate about their work and we know that this role can deliver that for the right person. You will get lots of support from your manager, Directors and the wider team.

**Message from Pete Fletcher, Customer Success Manager**:
“This is such an exciting time to join our team We are a small friendly bunch and we are dedicated to providing the best ser


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