Customer Service Adviser

Mattressman; Norwich; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Simply Health cashback scheme after完成の

Enhanced annual leave allowance

Values Champion scheme with monetary奖励

Funded team social events

Staff and friends & family discounts

Staff canteen, breakout room and games

Job summary

Mattressman is seeking a proactive Customer Service Advisor to join our Norwich-based team. You will be the first point of contact for customers, handling inquiries by phone, email and live chat, and processing orders through our bespoke online system.

You will liaise with suppliers, manufacturers and couriers to resolve issues, escalate when needed, and multitask in a busy office while upholding excellent service. A resilient attitude and strong communication skills are essential for success.

Qualifications

• Experience in customer service or call centre roles.
• Strong communication and interpersonal skills.
• Ability to work under pressure and handle difficult situations.
• Adequate computer literacy.

Responsibilities

• Handle customer inquiries via phone, email, and live chat.
• Process orders using the bespoke online system.
• Liaise with suppliers, manufacturers and couriers to resolve issues.
• Resolve customer service inquiries, escalate when necessary.
• Multitask in a busy office environment while maintaining high service levels.
• Collaborate with the department and wider Mattressman team.
• Stay informed about retail trends and customer service KPIs.

Skills

Excellent communication

Customer service experience

Resilience under pressure

Tech literacy

Job description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day presents new challenges and opportunities to shine? If so, Mattressman wants you to join our dynamic customer service team!

Who We Are

At Mattressman , we’re dedicated to providing our customers with the best sleep solutions. We pride ourselves on our outstanding customer service and our commitment to making a positive impact in the lives of our customers. As part of the Mattressman workforce, you’ll be joining a team that values collaboration, innovation, and excellence.

The Role

As a Customer Service Advisor , you will:

Be the First Point of Contact: Handle customer inquiries via phone, email, and instant chat.

Process Orders: Efficiently manage customer orders using our bespoke online system.

Communicate Effectively: Liaise with suppliers, manufacturers, and couriers to resolve customer issues.

Problem-Solve: Support customer service inquiries, generate solutions, and *escalate* issues when necessary.

Multitask: Manage a variety of tasks in a busy office environment while maintaining a high level of customer service.

Collaborate: Work flexibly within the department and across the wider Mattressman team.

Stay Informed: Keep up-to-date with retail trends and competitors, and understand Customer Service KPIs.

Person Specification

Communication Skills: Excellent communication and interpersonal skills.

Experience: Extensive experience in customer service or call centre roles.

Resilience: Ability to work under pressure and handle difficult situations.

Technical Skills: Adequate computer and literacy skills.

Work Ethic: Strong, committed work ethic with a positive attitude.

Leadership: Ability to lead by example with outstanding customer care skills.

Flexibility: Reliable and adaptable to change.

Why Work for Mattressman? At Mattressman, we pride ourselves on fostering a supportive and inclusive workplace where everyone can thrive. As part of our customer service team, you will be given opportunities for personal and professional growth, along with the chance to make a meaningful impact in your role.

Company Benefits

• Simply Health cashback scheme after completion of probation
• Enhanced annual leave allowance
• Values Champion scheme with monetary reward
• Funded team social events
• Staff and friends & family discounts
• Staff canteen, breakout room and games room