Customer Care Advisor

Whitemeadow Furniture Limited; Sutton-in-Ashfield; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

30 days holiday

Staff discount on our products

Formal and informal training opportuni

Job summary

Whitemeadow Furniture Limited in Sutton-in-Ashfield is seeking a Customer Care Advisor to deliver an exceptional after-sales experience, handling enquiries with empathy and integrity, and resolving issues promptly while keeping the customer at the heart of everything you do.

You will work with Quality, Transport and Production teams, record interactions in the service system, and continuously improve service through feedback and product knowledge.

Qualifications

• Previous experience in a customer care or after-sales role, ideally in a manufacturing or B2B environment.
• A naturally professional and empathetic communicator, with excellent listening and interpersonal skills.
• Strong written and verbal communication, with the ability to remain calm and composed under pressure.
• Excellent attention to detail, problem-solving skills, and an organised approach to managing workload.
• Proficiency in customer engagement platforms such as Freshdesk (or similar).
• A proactive mindset with a genuine commitment to delivering exceptional customer service.
• Able to work collaboratively as part of a team, contributing to a positive and supportive working environment.

Responsibilities

• Act as the first point of contact for all after-sales enquiries, ensuring customers feel listened to, understood, and supported.
• Respond promptly and professionally to all customer enquiries via phone and email, always maintaining a calm and patient approach.
• Use product and technical knowledge to investigate and resolve customer concerns, collaborating closely with Quality, Transport, and Production teams to identify causes and agree solutions.
• Accurately record all interactions, issues, and outcomes in the internal service system to maintain complete and transparent case histories.
• Communicate updates clearly, courteously, and professionally, keeping customers informed throughout the process.
• Take ownership of each case, ensuring timely resolution and a consistently positive customer experience.
• Share recurring themes or issues with the Customer Care Manager to support ongoing service and product improvements.
• Maintain up-to-date knowledge of our products, fabrics, and processes to provide informed, confident support to customers.
• Process sundry part orders promptly and accurately to meet agreed lead times.
• Assess and process group customer debit requests accurately, applying technical and product knowledge to evaluate and approve debit claims in line with company policy.
• Liaise with external service providers to arrange and monitor customer visits, ensuring all findings and outcomes are promptly communicated to customers.

Skills

Customer care

Empathy

Communication

Attention to detail

Problem-solving

Team player

Proactive mindset

Tools

Freshdesk

Job description

Monday to Thursday 8:30am to 5:00pm, Friday 9:00am to 3:00pm

Who we are

You might not know our name, but chances are, you’ve chilled out on one of our sofas.

At Whitemeadow, we design and develop trend-leading, commercially driven sofas for some of the biggest names in UK furniture retail. We’re white label, so the products we develop are stocked and branded by our retail partners. You’ll find our work in homes all over the nation, trusted by both independent and major retailers to deliver great product with commercial flair.

We’re proud to be the UK’s largest privately owned upholstery manufacturer, with multiple sites across Nottinghamshire. We’ve been growing for thirty years and counting, driven by the dedication of our talented team and our commitment to creating products people love coming home to.

But we’re not just about making great products. We’re about raising the bar.
Our mission is to lead - not just in what we create, but in how we work and who we work with. We believe that to make truly standout furniture, we need standout people. That’s why we hire talented individuals who live our values, bring a positive mindset, and take pride in what they do.

At Whitemeadow, we’re here to inspire, impress, and innovate - together.

About the job

As a Customer Care Advisor, you will deliver an exceptional after-sales experience by providing proactive, professional, and caring support to our customers. You will handle enquiries with empathy and integrity, resolving issues promptly while keeping the customer at the heart of everything you do. This role is key to maintaining and strengthening our reputation for industry-leading service alongside our high-quality products.

Responsibilities

Act as the first point of contact for all after-sales enquiries, ensuring customers feel listened to, understood, and supported.

Respond promptly and professionally to all customer enquiries via phone and email, always maintaining a calm and patient approach.

Use product and technical knowledge to investigate and resolve customer concerns, collaborating closely with Quality, Transport, and Production teams to identify causes and agree solutions.

Accurately record all interactions, issues, and outcomes in the internal service system to maintain complete and transparent case histories.

Communicate updates clearly, courteously, and professionally, keeping customers informed throughout the process.

Take ownership of each case, ensuring timely resolution and a consistently positive customer experience.

Share recurring themes or issues with the Customer Care Manager to support ongoing service and product improvements.

Maintain up-to-date knowledge of our products, fabrics, and processes to provide informed, confident support to customers.

Process sundry part orders promptly and accurately to meet agreed lead times.

Assess and process group customer debit requests accurately, applying technical and product knowledge to evaluate and approve debit claims in line with company policy.

Liaise with external service providers to arrange and monitor customer visits, ensuring all findings and outcomes are promptly communicated to customers.

Requirements: Your Skills

Previous experience in a customer care or after-sales role, ideally in a manufacturing or B2B environment.

A naturally professional and empathetic communicator, with excellent listening and interpersonal skills.

Strong written and verbal communication, with the ability to remain calm and composed under pressure.

Excellent attention to detail, problem-solving skills, and an organised approach to managing workload.

Proficiency in customer engagement platforms such as Freshdesk (or similar).

A proactive mindset with a genuine commitment to delivering exceptional customer service.

Able to work collaboratively as part of a team, contributing to a positive and supportive working environment.

We are looking for a positive, customer-focused individual with a caring and professional attitude. You will approach every situation with empathy, patience, and integrity, taking ownership of issues and seeing them through to resolution. A proactive mindset, attention to detail, and a genuine commitment to delivering excellent service are essential, as every interaction contributes to the customer’s experience of Whitemeadow.

30 days holiday

Staff discount on our products

Formal and informal training opportunities

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Sutton-in-Ashfield / South Normanton
Nottinghamshire