Customer Services Advisor

Dreams Ltd; England; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading bed retailer in the UK is seeking Full-Time and Part-Time Customer Service Advisors to join their team in Loudwater. Successful candidates will provide exceptional customer service, resolving inquiries professionally and efficiently. Ideal applicants will possess proven customer service experience and excellent communication skills. This role offers a hybrid working model, a discretionary annual bonus, and significant staff discounts, making it a fantastic opportunity for customer-focused individuals to thrive in a supportive environment.

Benefits

Discretionary annual bonus

Staff discount

Free access to on-site gym

Enhanced maternity and paternity pay

Hybrid working model

Qualifications

• Proven customer service experience in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to cope in a constantly changing and demanding environment.

Responsibilities

• Respond to incoming customer inquiries via phone, email, or chat professionally.
• Identify and assess customer needs, providing effective solutions.
• Collaborate with team members to improve overall service quality.

Skills

Customer service experience

Microsoft Office skills

Excellent communication skills

Ability to work in a fast-paced environment

Job description

We`re looking for Full‑Time and Part‑time Customer Service Advisors to join our Customer Service Team at our Head Office in Loudwater, Buckinghamshire. In this role, you will deliver outstanding customer service through effective communication and issue resolution. Build positive customer relationships, collaborate with teams, and contribute to ongoing improvements, ensuring a superior customer experience and fostering brand loyalty. Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day‑to‑day

Responsibilities

• Respond to incoming customer inquiries via phone, email, or chat in a professional and courteous manner.
• Identify and assess customer needs, providing accurate information and effective solutions.
• Assist customers in navigating our products/services and resolving any concerns or issues.
• Record and maintain accurate customer interaction details in our order management systems.
• Collaborate with other team members to share insights and improve overall service quality.
• Uphold company policies and procedures to ensure consistency and compliance.
• Strive to meet and exceed individual and team performance targets.
• Provide appropriate resolutions, help and advice to customers in line with established procedures, this includes but is not limited to: Offer agreed incentives to reduce refunds and prevent cancellations.
• Resolve issues with faulty and damaged goods by following the Company`s Faulty Goods Procedure.
• Ensure that all communications, both written and oral, are always professional and of the highest standard and in line with Company guidelines.

What we’re looking for

This is the type of person we`re dreaming of:

• Experience: Proven customer service experience gained within a fast paced customer facing environment. Excellent IT skills, including Microsoft Office suite, bespoke systems etc. Ability to cope in a constantly changing and demanding environment.
• People‑first: Ability to not only put our customers first, but also their colleagues.
• Communicator: Excellent telephone manner and verbal and written communication skills.
• Motivated: Ability to manage individual work loads and being proactive.
• Team player: Someone that is a real team player and looks to help their fellow colleagues.

About Dreams

At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference. We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all‑staff lunches, we know we do it best when we do it together.

And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join and that`s part of our mission to get you fully bed‑ucated during your induction. With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs. So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.

Benefits

• Discretionary annual bonus
• Huge staff discount, plus savings on restaurants, holidays, and shopping
• 24‑hour Retail Trust helpline and resources
• Enhanced maternity and paternity pay
• Free access to on‑site gym
• Buy‑in schemes for extra holiday, private healthcare, or savings and loans
• Free on‑site parking
• Hybrid working with 3 days on‑site per week