Retail Customer Service

**About PJH**

Since 1972 we have sourced and supplied bathrooms, appliances, sinks and taps to our customers throughout the UK, from large multi-site retailers to independent retailers and house builders.

PJH is part of the Globe Union group of companies with offices in 7 countries, across 3 continents, we benefit from support across all areas of the business which adds further strength and expertise to our already strong set of skills.

**Together we’re better**

Our brand is far more than just a logo and a few colours, it represents who we are, what we stand for and how we’re different to other companies. And the biggest part of our brand is our people. Whether answering phones, delivering orders, making sales or even the first person our guests see when they walk through the door, our brand will affect your job and how you do it.

We believe that working together with our colleagues makes our working environment a happier and more productive place to be, and working together with our customers builds stronger partnerships, strengthens sales, and allows us to grow together and improve our potential.

**Together we’re happier**

We want to be better for the people who make us better every day. That’s why as a member of the PJH team you can enjoy a wide range of benefits:

- All employees receive a minimum of 22 days holiday entitlement (pro rata) excluding bank holidays
- You can buy up to 5 additional holidays a year (as long as it doesn’t exceed 30 days in total)
- Additional holidays are accrued based on length of service
- All employees receive an extra day off for their birthday
- Pension through our partnership with AVIVA.
- Death in Service Benefit
- Christmas gift voucher
- You can get bathroom and appliance products at cost price
- Your friends and family can get bathroom and appliance products at trade price
- Contributory healthcare scheme through our partnership with Sovereign Healthcare
- Hybrid working (for applicable roles)
- Cycle to work scheme
- Quarterly themed lunches with your team with prizes up for grabs and a business update from the CEO

**The role**

We are at the forefront of the Bathroom industry, providing quality products & service to the retail market.

We are currently looking for:
- **Retail Customer Service & Sales Advisor**

This role will report to the Retail Contact Centre Manager and be based in the Cannock Contact Centre, in a busy evolving environment.

The role will involve supporting PJH’s retail market position by proactively ensuring we maintain FIRST Choice Customer Experience from order processing through to delivery and aftercare.

**Key Responsibilities**
- Build and maintain relationships with all customers by providing an efficient service.
- Answer incoming calls to a consistent excellent standard, in a timely manner, adhering to robust call quality behaviours.
- Process orders received through various communication touch points, with a strong emphasis on ensuring each order is delivered accurately, on time, first time and in full.
- Process customer returns requests in line with company policy.
- Assist customers in dealing with invoice and account queries.
- Provide fast and efficient end to end customer support in the event of post-delivery enquiries by organising replacements, spare parts and liaising with manufacturers.
- Understand and share customer feedback to improve PJH product and services.
- Work together (Together We’re Better) to achieve and exceed team and personal key performance indicators.
- Maintain accurate and detailed notes in relation to all customer interactions.
- Always conduct yourself in a positive and constructive manner in line with the company’s core values and behaviours.
- Encourage customer interaction through our PJH Partners Portal.
- Perform any other duties as reasonably expected.

The role will be supported by a full induction and training programme.

Hours: Mon-Friday 8.30-17.00

**Job Types**: Full-time, Permanent

**Salary**: £21,580.65 per year

**Benefits**:

- Company events
- Cycle to work scheme
- Gym membership
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cannock, WS11 0XT: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)