Customer Service Advisor

2 weeks ago

Swindon, United Kingdom Oak Furnitureland Full time

Do you excel at providing excellent customer service?

Our valued Customer Service Advisors are the front line of all customer communication on behalf of the company for post-delivery calls.

This is a full-time office-based position working 9.00am to 6.00pm, Monday to Friday and one Saturday in every four. The start date for this role is the Monday 17th April.

This role involves handling general enquires and complaints via incoming calls and finding a resolution to customer issues as well as a level of solution-selling.

This Customer Service Advisor role will be based in our busy contact centre team and will involve answering around 70 inbound calls daily.

Core responsibilities of a Customer Service Advisor

Dealing with high volumes of calls from customers, helping them find a suitable resolution.
Advising customers on care of their Oak Furnitureland products.
Finding and agreeing appropriate solutions for customer complaints.
Ensuring that all policies and procedures are adhered to when dealing with customers.
Maintaining departmental and personal SLA's and KPI's in line with company expectations.
Ensuring all communications, both written and verbal, are of a high standard and in line with company guidelines.
Where appropriate, seeking advice and guidance from line management where cases are out of the ordinary.

Oak Furnitureland is going through an exciting transformation across our business to ensure we remain innovative, competitive, and consistently deliver exceptional services and products to our customers.

To do this, we need to hire and retain great talent like you. That’s why we are investing and growing our customer centre, who we know will play a key role in supporting us to achieve our ambitions.

You’ll already be, or will become with the help of our training, a knowledgeable and authentic furniture expert, able to find solutions to our customer enquiries by providing an excellent inbound service to complement our customer-first focus.

You’ll be closely supported by your colleagues within the wider customer centre, and our onsite dedicated trainers and mentors will be on hand every step of the way, supporting you to achieve high-quality outcomes throughout the customer journey.

**Benefits**:
Generous staff discount
Extra day holiday for your birthday
Contributory pension scheme
Supportive team culture
Online health portal
Employee Assistance Programme
Membership to the Hapi Benefits rewards site providing a wide range of discounts and offers
Great working environmentTraining, development, and ongoing support
Internal career paths

Essential Skills

Skills and Experience

Have demonstrable experience in handling complex and emotional complaints.
High level of accuracy and attention to detail.
Exceptional communication skills, both verbal and written.
Have the ability to remain calm in a busy, pressurised environment.
Have the ability to negotiate and sell resolutions to the customer.
Have a professional understanding of what makes first-class customer service vital, as well as flexibility, the ability to multi-task, and have good problem-solving skills.
Good knowledge of Microsoft Word and Excel.

Desired Skills

Previous experience in a customer service or call centre environment desirable but not essential.

About Company

We have a lot of things to be proud of here at Oak Furnitureland.

Firstly, let’s talk about our furniture itself. From beautiful bedroom cabinetry and sofas you can’t help but sink into, to dining tables you can gather around with loved ones and customisable mattresses that guarantee a dreamy night’s sleep, there’s something for every room in the home.

All our furniture is exclusively designed and properly made. We use quality hardwood that’s been responsibly sourced, and we let the natural beauty of the wood shine through in each piece.

And then we have our people. From our showroom colleagues and our delivery drivers to our customer service team and logistics department; everyone works as one united team, driven by a shared purpose and values.

In short, we make furniture that we’re really proud of, so that we can help people make their house a real home. Why not join us?

At Oak Furnitureland we have put Diversity and Inclusion at the top of our people agenda, as we believe that a more diverse and inclusive workplace where people of different backgrounds are truly represented ensures better outcomes for all colleagues and the business.

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose and values. We are committed to fairness in the way we hire new colleagues and if you require any additional support to help you through the process, we’re happy to make the necessary adjustments for anyone that needs them.

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