Customer Engagement Adviser

High Seat Ltd; Batley; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Health cash plan

Discounted shopping & gym memberships

Brilliant colleague discount

30 days' holiday (pro rata)

Contributory pension

Discretionary bonus

Free onsite parking

Surprise & delight events

Job summary

HSL Chairs is seeking a Customer Engagement Adviser in Batley to be among the first points of contact for customers showing interest in our products and services. You will guide conversations to help customers achieve greater comfort and independence.

The role emphasises a consultative approach over transactional selling, with training provided and a focus on building trust. Enjoy a supportive team and the chance to progress within a well-established brand.

Qualifications

• Experience in sales or customer service, preferably in contact centre or telesales.
• Excellent telephone manner and professional communication.
• Strong listening and questioning skills to uncover customer needs.
• Empathetic approach with a genuine desire to help customers.
• Confident in building trust and creating positive customer experiences.
• Proactive, enthusiastic attitude with good organisational skills.
• Proficiency with Microsoft Office, Outlook and Word.

Responsibilities

• Speak with customers who have requested information about products.
• Introduce customers to in-store and home consultation services.
• Understand customer needs and recommend next steps.
• Convert enquiries into booked appointments for showrooms and Home Consultation Advisors.
• Coordinate appointments with stores and field-based colleagues.
• Process catalogue and brochure requests accurately and efficiently.
• Conduct post-sale follow-up calls to ensure satisfaction.
• Support the wider Customer Service team when required.
• Maintain accurate customer records to ensure a seamless journey.

Skills

Sales experience

Customer service

Telephone skills

Listening skills

Empathy

Positive attitude

Organisational skills

MS Office

Tools

Outlook

Word

Job description

Location: HSL Chairs, Comfort House,Batley

Salary: £26,000.00 per annum, plus on target earnings

Hours: 37.5 hours per week

At HSL Chairs, we're passionate about improving people's quality of life through expertly crafted furniture designed for comfort, support and wellbeing. For over 50 years, we've been helping customers find the right seating and mobility solutions for their individual needs, and we're proud of the personal service that sets us apart.

Due to continued business growth, we're looking for multiple Customer Engagement Advisers to join our friendly and supportive team.

This isn't a typical sales role!

At HSL, we believe in taking the time to understand each customer's circumstances, lifestyle and comfort requirements before recommending the right solution. Our approach is consultative rather than transactional, focusing on building trust, creating meaningful conversations and helping customers make informed decisions.

If you enjoy speaking with people, uncovering their needs and delivering exceptional service, we'd love to hear from you.

Our feel-good benefits:

• Health cash plan - cashback on dental, optical and more
• Discounted shopping & gym memberships with Westfield Rewards
• Brilliant colleague discount (friends and family too!)
• 30 days' holiday (pro rata), rising to 33 with long service
• Contributory pension and death-in-service cover
• Discretionary bonus
• Free onsite parking (at most locations)
• Lovely surprise & delight events throughout the year.

What You'll Be Doing:

As a Customer Engagement Advisor, you'll be one of the first points of contact for customers who have shown an interest in our products and services. Through thoughtful and engaging conversations, you'll help customers begin their journey towards greater comfort and independence.

Your responsibilities will include:

• Speaking with customers who have requested a brochure or information about our products.
• Introducing customers to HSL's in-store and home consultation services.
• Understanding individual customer needs and recommending the most appropriate next steps.
• Converting enquiries into booked appointments for our showrooms and Home Consultation Advisors.
• Coordinating appointments with stores and field-based colleagues.
• Processing catalogue and brochure requests accurately and efficiently.
• Conducting post-sale follow-up calls to ensure customers are happy with their experience.
• Supporting the wider Customer Service team when required.
• Maintaining accurate customer records and ensuring a seamless customer journey.

What We're Looking For:

We're seeking individuals who genuinely enjoy helping customers and building rapport over the telephone.

You’ll ideally have:

• Previous sales and customer service experience, ideally within a contact centre, appointment-setting or telesales environment.
• An excellent and professional telephone manner.
• Strong listening and questioning skills, with the ability to uncover customer needs.
• A naturally empathetic approach and a genuine desire to help people.
• Confidence in building trust and creating positive customer experiences.
• A positive, enthusiastic and proactive attitude.
• Good organisational and administrative skills.
• Proficiency in Microsoft Office applications, including Outlook and Word.
• The ability to apply product and business knowledge to guide customer conversations effectively.

What You’ll Love About Working for HSL:

At HSL, our customers are at the heart of everything we do. We pride ourselves on creating a supportive working environment where colleagues are valued, developed and encouraged to succeed.

In return, we offer:

• A welcoming and friendly team culture.
• Full training and ongoing coaching.
• Opportunities for career development and progression.
• The chance to work for a well-established brand with a strong reputation for customer care.
• The satisfaction of helping customers find life-changing comfort and support solutions every day.

A little more about us:

At HSL, we don't just sell furniture - we create feel good moments. Each piece is handcrafted to support comfort and wellbeing, tailored to fit the individual. Our commitment to world-class service has earned us an incredible 4.9/5 rating on Trustpilot, and we've been proudly recognised as a 2 Star Outstanding company by Best Companies in 2024.

At HSL, we're building something truly special - a community where you are valued for your contributions, inspired to make a difference and empowered to do the right thing. We recognise and celebrate what makes people unique.