Customer Engagement Adviser

HSL Chairs; Batley; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Health cash plan

Westfield rewards

Colleague discount

30 days holiday

Pension & life cover

Discretionary bonus

Onsite parking

Events

Job summary

HSL Chairs is seeking a Customer Engagement Advisor in Batley, offering 37.5 hours per week and a salary of £26,000 per year with on target earnings. You will be a first point of contact, guiding customers to comfort and independence through thoughtful conversations.

Responsibilities include handling brochure requests, coordinating consultations, and converting inquiries into appointments while maintaining excellent customer records and supporting the team.

Qualifications

• Experience in customer service or contact centre environments.
• 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 experiences.
• Positive, proactive attitude with good organisational skills.
• Proficient in MS Office (Outlook/Word) and able to apply product knowledge in conversations.

Responsibilities

• Talk with customers who request brochures or information about products.
• Introduce customers to in-store and home consultation services.
• Understand customer needs and advise next steps.
• Convert enquiries into booked showroom appointments.
• Co-ordinate appointments with stores and field colleagues.
• Process catalogue/brochure requests accurately.
• Follow up after sales to ensure satisfaction.
• Support wider Customer Service team when needed.
• Maintain accurate customer records for a seamless journey.

Skills

Customer service

Telephone manners

Active listening

Empathy

Relationship building

Positive attitude

Organisational skills

Communication skills

Tools

Microsoft Office

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.

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.