Customer Relations Advisor

2 weeks ago

Winchester SO SA, United Kingdom Vaughan Designs Full time £27,000 per year

About Vaughan

We are a distinguished British brand, internationally recognised for our expertly crafted lighting, furniture and textiles. We work with many of the world's leading interior designers, architects and hospitality clients, offering timeless design and impeccable craftmanship.

Job Overview

We are seeking a new Advisor, as part of our growing our Customer Relations Team (CRT), who will play a vital role in delivering a seamless customer journey - from order placement through to delivery and after care. Acting as the link between sales, production, logistics and the client, CRT team members ensure that every order is processed efficiently, accurately and with a focus on delivering exceptional service.

  • This is a full time opportunity hours per week
  • Monday to Friday 8:30am to 5:00pm with a 1 hour unpaid lunch break.
  • Based from Vaughan House, Winchester, SO23 7SA

What's in it for you?

  • 24 days holiday, plus bank holidays - including a Christmas/New Year closure
  • Free onsite parking
  • Salary sacrifice pension
  • Discounted gym membership
  • Employee Discount
  • Life Insurance
  • Access to Health & Wellbeing support via our Employee Assistance Program
  • Paid volunteering opportunities to support a cause that matters to you

Duties

  • Accurately process all sales orders received from Account Managers, showrooms, agents and online platforms.
  • Confirm lead times, availability, pricing and any bespoke requirements with internal teams.
  • Ensure all order documentation is correct and kept up to date within internal systems (ERP/CRM).
  • Provide timely updates to clients on the status of their orders, from acknowledgment to dispatch.
  • Handle queries professionally — via phone, email, or live platforms — resolving issues efficiently.
  • Work closely with logistics, warehouse, production, and sales teams to ensure smooth fulfilment.
  • Coordinate returns, replacements, and repairs as needed, ensuring minimal disruption to clients.
  • Manage customer issues such as damages, incorrect deliveries, or post-installation concerns
  • Log, track, and resolve complaints using internal systems — aiming for first-time resolution wherever possible
  • Maintain accurate client and order records in CRM and ERP platforms
  • Support reporting on order turnaround times, complaint resolution, and service metrics.
  • Participate in continuous improvement initiatives to refine systems, processes, and tools.

Key Skills & Requirements

  • Proven experience in customer service or client advisory roles is preferred
  • Customer-centric with a professional, friendly communication style
  • Highly organised, with strong attention to detail and accuracy
  • Resilient and composed when working to deadlines with the ability to manage multiple tasks efficiently
  • Flexibility to adapt to changing priorities and client requirements
  • Proficient in phone etiquette and professional communication standards
  • Ability to work well independently as well as part of growing a team

Job Types: Full-time, Permanent

Pay: £27,000.00 per year

Benefits:

  • Additional leave
  • Bereavement leave
  • Company events
  • Employee discount
  • Free parking
  • Gym membership
  • Health & wellbeing programme
  • Life insurance
  • On-site parking
  • Paid volunteer time

Work Location: In person

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