Senior Customer Care Advisor

Job reference

TCC000688

Date posted

07/11/2025

Application closing date

14/11/2025

Location

Hybrid / Norwich Office

Salary

£26,880.40

Package

great benefits

Contractual hours

39.5

Basis

Full time

Job category/type

Blank

Job description

Are you passionate about delivering brilliant service and ensuring customers get the help they need when they need it most?

We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

The Cotswold Company is a well-established and beloved brand in the UK, known for its high-quality furniture and home accessories that embrace the essence of country living. Our team is passionate about design, innovation, and customer satisfaction, fostering a culture that is supportive, creative, and collaborative.

Our Customer Care team covers all customer queries and issues between a customer placing an order and receiving their items. The Senior Advisor role is responsible for assisting the Team Leader in the day-to-day management of the Customer Care Advisors, preparing, and distributing administrative tasks and resolving Customer Complaints.

This role will also be responsible for assisting with Advisor duties – namely dealing with all queries via phone, email, and live chat. They will be expected to assist customers with queries relating to order lead times, delivery queries, payment queries and order amendments. They will also be responsible for handling contact from customers who have received their products and wish to report an issue or complaint relating to their furniture or any part of their delivery experience.

Key duties and responsibilities will include:

• fraud prevention checks
• finance agreement management
• stock delay updates
• delivery complaints
• order and delivery enquiries
• cross-departmental communication
• complaint management
• liaising with vulnerable customers

Key deliverables:

• working closely with the Team Leader to ensure that all department service standards are met
• ensuring that all telephone calls and live chats are answered within targeted times
• ensuring that email queries receive replies within targeted times
• ensuring high levels of customer satisfaction by providing quality interactions as defined by our QA guidelines
• a high success rate of resolving any complaints or issues first time
• performing against key metrics in the following areas: ticket completion, customer satisfaction, damage discounts and goodwill costs, ready time and more
• promoting positive reviews by ensuring we respond to customers in both a speedy and positive fashion
• proactive ethos to Complaint management.

Please check the attached job description to ensure that your skills and experiences match those required for the role. In particular, previous Contact Centre experience is essential for this role.

This is a fulltime role, based in our Norwich Head Office for one day each week. The remainder of the week you may work from your home.

Working hours:

This role follows a 3-week rolling rota, with shifts between 8:30am-7:00pm Monday to Saturday. You will be required to work 1 Saturday every 3 weeks as part of this rota.

At The Cotswold Company, we value diversity and are committed to creating an inclusive environment for all employees. We celebrate the unique perspectives and experiences of our team members.

If you're excited about creating delightful user experiences and would like to join our team we can't wait to hear from you

What will you receive from us?

• 25 days holiday per year + public holidays

• Your birthday day off

• Company pension

• Death in Service benefit

• Medical & Dental Insurance

• Private Healthcare

• Great discounts on our products – 50% personal and 25% for family & friends
• One paid volunteering day off per year
• Cycle to work scheme
• Access to Health & Wellbeing guidance and support as well as a discount platform

• Paid volunteering day each year

• Ongoing development and career progression

And lots of other great things

Who are we?

Over 25 years ago, we opened our first showroom at Bourton-on-the-Water in the heart of the Cotswolds. This very special patch of rural England taught us the importance of creating timeless, understated furniture and accessories that bring homes to life.

We live by our company values of

• Happiest together
• Always authentic
• Passion for progress
• Inspiring others
• Constantly caring

We pride ourselves on the quality of our products and customer experience, powered by our passionate people. We're growing rapidly and are looking for great people to help us realise our big ambitions. If you are passionate about what you do, want to work for a dynamic and ambitious company, can provide all of the above and more, then we would love to hear from you.

We genuinely care about our teams and continually strive to create an inclusive and diverse workplace where we celebrate our differences, and our people can truly be themselves and feel like they belong. Our team's wellbeing is our priority, and we pledge to live by our value of 'Constantly Caring' by looking after each other, being approachable and attentive to each other's needs and provide a space where everyone feels safe to ask for help and support and receives kindness and understanding in return.

Applicants should already possess the appropriate Right to Work in the UK as The Cotswold Company does not offer sponsorships.

For more company information, follow the link