Customer Service Consultant

King Living, Inc.; Hemel Hempstead; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

King Living is seeking a customer-focused advocate to own warranty and post-sale service cases from start to finish. You will communicate transparently with customers, coordinate with internal teams, and apply AI tools to improve resolution speed and accuracy.

You will join a collaborative team that values empathy, ownership, and proactive problem solving, delivering premium service to King Living customers worldwide. This role emphasizes end-to-end case ownership and continual improvement.

Qualifications

• Proven background in customer service, preferably in furniture, retail or service-based industries.
• Strong conflict resolution, de-escalation and communication skills.
• Familiarity with CRM platforms — Salesforce Customer 360 experience is an advantage
• Understanding of warranties, consumer guarantees and product fault assessment
• Comfortable using digital tools, AI-enabled systems and knowledge bases
• Problem-solving mindset with a genuine focus on customer satisfaction
• Strong product knowledge — or the curiosity and drive to build it quickly

Responsibilities

• Own post-sale warranty and service enquiries from start to finish — troubleshooting concerns with a creative, solutions‑focused mindset that balances process with a great customer experience.
• Maintain transparent, timely communication throughout every case — managing expectations, setting service windows and coordinating internally to keep resolutions on track.
• Apply AI tools and automations to improve accuracy, turnaround and customer messaging — identifying opportunities to improve first‑contact resolution.
• Identify high‑risk or complex issues and escalation appropriately — maintaining strong product knowledge to advise customers accurately on care, materials and coverage.
• Ensure resolutions align with quality standards and contribute to process improvements and knowledge base articles that make the team better over time.

Skills

Customer service background

Conflict resolution

CRM familiarity

Warranties & guarantees

AI-enabled tools

Problem solving

Product knowledge

Tools

Salesforce CRM

Job description

Be the customer's advocate — resolving complex issues with empathy, speed and ownership.

The King Difference

This is not just a customer service role where you follow a script and close a ticket.

This is a solutions-focused role where you own warranty and service cases end to end — navigating product issues, repairs and service challenges with a creative mindset and genuine accountability. You will use AI-enabled tools to work smarter, communicate transparently with customers throughout their journey, and deliver resolutions that reflect the premium King Living standard.

You will work closely with Customer Service, Warranty, Delivery and internal teams to route issues to the right place and follow through to resolution — and you will report back the themes and trends you see every day to help King Living get better at the things that matter most to customers.

If you are a customer‑first professional with strong problem‑solving instincts and a genuine drive to make things right — this is the role for you.

What You Will Own

Warranty Resolution & Case Ownership

Own post-sale warranty and service enquiries from start to finish — troubleshooting concerns with a creative, solutions‑focused mindset that balances process with a great customer experience.

Customer Communication & Coordination

Maintain transparent, timely communication throughout every case — managing expectations, setting service windows and coordinating internally to keep resolutions on track.

AI-Driven Support

Apply AI tools and automations to improve accuracy, turnaround and customer messaging — identifying opportunities to improve first‑contact resolution.

Escalation & Operational Support

Identify high‑risk or complex issues and escalation appropriately — maintaining strong product knowledge to advise customers accurately on care, materials and coverage.

Process & Improvement

Ensure resolutions align with quality standards and contribute to process improvements and knowledge base articles that make the team better over time.

Who You Are

You will likely come from a customer service, warranty or after‑sales support role — ideally within furniture, retail or a service‑based industry. What matters most is your empathy, your ownership mindset, and your commitment to resolving every case with care and speed.

You are a solutions‑focused customer service professional who takes genuine pride in delivering great outcomes for customers.

• Proven background in customer service, preferably in furniture, retail or service‑based industries
• Strong conflict resolution, de‑escalation and communication skills
• Familiarity with CRM platforms — Salesforce Customer 360 experience is an advantage
• Understanding of warranties, consumer guarantees and product fault assessment
• Comfortable using digital tools, AI‑enabled systems and knowledge bases
• Problem‑solving mindset with a genuine focus on customer satisfaction
• Strong product knowledge — or the curiosity and drive to build it quickly

AI at King Living

King Living is actively embracing AI across the business to remove friction, increase visibility and accelerate decision making. We are looking for people who are curious, open‑minded and excited by the opportunity to use AI and emerging technologies to improve efficiency, automate repetitive tasks and create more time for creative thinking and innovation. You do not need to be an AI expert — but you should have the mindset and willingness to adopt new tools that help us move faster and work smarter.

Why People Join King Living — And Stay

An Iconic Australian Brand

Since 1977, King Living has redefined Australian furniture design. With showrooms across Australia, New Zealand, the UK, Canada, Singapore, Malaysia, the USA, China and Thailand — you will be supporting customers of a genuinely global premium brand.

AI-Forward Environment

King Living actively embraces AI and emerging technologies — you will be equipped with the tools to work smarter and focus more on what matters most: the customer.

Career Growth

Clear pathways into Senior Customer Service Representative, Team Manager, and specialist enablement or quality roles.

Generous Discounts

Employee and family & friends discounts on our full premium product range.

Family First

Paid parental leave to support you through every stage of life.

A Team That Backs You

A supportive, values-driven environment with an EAP program and regular team events.

About King Living

King Living is a family‑owned Australian design company with a global footprint and a reputation for innovation, craftsmanship and timeless design. Everything we do is guided by four values: Passion. Integrity. Collaboration. Innovation. These are not words on a wall — they shape how we lead, create and grow.

Our hiring decisions are based not only on experience and skills, but on mindset, attitude and alignment with our values. King Living is an equal opportunity employer. All applicants will be considered regardless of race, sexuality, religion, colour, gender identity or parental status.

Ready to champion King Living customers with empathy and expertise? We'd love to hear from you.