Customer Services Advisor

Oak Furnitureland; Swindon; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Exclusive Employee Discounts

20 days holiday

Birthday day off

My Rewards Programme

Pension Scheme 4%

Life Assurance

Training & Development

Employee Assistance Programme

On-site Parking

Job summary

Oak Furnitureland is seeking a Customer Service Advisor to join our Swindon Head Office. You will handle telephone and email inquiries, advise on product care, and resolve issues to ensure customer satisfaction in a fast-paced environment.

This full-time role offers a base salary with monthly bonuses based on KPIs, an inclusive benefits package, and opportunities for career development within a values-driven team.

Qualifications

• Experience in a customer service call centre is desirable.
• Ability to handle complex and emotional complaints.
• High level of accuracy and attention to detail.
• Exceptional verbal and written communication skills.
• Ability to remain calm in a busy environment.
• Negotiation skills to guide customers to resolutions.
• Understanding of the importance of first-class service with multitasking.
• Proficient in computer systems, including MS Word and Excel.

Responsibilities

• Address high volumes and various customer inquiries, ensuring resolution to customer satisfaction.
• Provide outstanding service to customers via telephone and email.
• Advise customers on care of Oak Furnitureland products.
• Identify and implement solutions for customer complaints.
• Ensure all interactions comply with company policies and procedures.
• Maintain SLAs and KPIs per Company expectations.
• Ensure communications meet high standards and company guidelines.
• Take ownership of issues and follow up to maintain brand confidence.
• Seek guidance from Line Management when needed.
• Keep updated with company products, services, and policies.
• Act as a role model for Oak Furnitureland's values and purpose.
• Promote collaboration toward joint goals and timely outcomes.
• Solve problems through research and constructive challenge to processes.
• Adapt to change and ambiguity in a fast-paced environment.

Skills

Customer service

Communication skills

Complaint handling

Multitasking

Microsoft Word

Microsoft Excel

Empathy

Tools

Microsoft Word

Microsoft Excel

Job description

At Oak Furnitureland, the Customer Centre is the heart of our business and often our customers' first point of contact. The Customer Service Advisors play a crucial role in our bustling customer centre. They use their empathy, excellent communication skills and customer-first attitude to manage a variety of queries and resolve them to completion, ensuring the customers’ needs are fully met.

Their friendly, professional demeanour and genuine desire to help others mean they always put the customer first. By documenting each interaction and following up on outstanding issues, they contribute to continuously improving our customer service processes, assisting the department in being high-performing.

This commitment to high performance is recognised and rewarded through the opportunity to earn monthly bonuses based on performance against set KPIs, which ensures that our colleagues are rewarded for their dedication and hard work.

About The Role

Core Responsibilities

• Addressing high volumes and various customer inquiries, ensuring each is resolved to the customer's satisfaction.


• Providing outstanding service to our customers via telephone and email.


• Advising customers on the care of their Oak Furnitureland products.


• Identifying and implementing appropriate solutions for customer complaints.


• Ensuring all customer interactions comply with company policies and procedures.


• Maintaining departmental and personal Service Level Agreements and KPIs per Company expectations.


• Ensuring all written and oral communications are of the highest standard and in line with Company guidelines.


• Take ownership of customer issues assigned to you, resolve them appropriately, and follow up to maintain customer confidence in the brand.


• When necessary, seek advice and guidance from Line Management for unique or uncertain cases.


• Keeping up to date with the Company’s products, services, and policies.


• Act as a role model and advocate for Oak Furniturelands' Purpose and Values, holding oneself and others accountable.


• Promote collaborative work towards joint goals, bringing individuals together at the right time for successful outcomes.


• Confidently solve problems and find viable solutions through research and constructive challenge to existing processes.


• Adapt to change and ambiguity, prioritising competing demands in a fast-paced environment.

Skills and Experience

• Previous experience in a customer service call centre environment - Desirable


• Demonstrated experience in handling complex and emotional complaints - Desirable


• High level of accuracy and attention to detail.


• Exceptional verbal and written communication skills.


• Ability to remain calm in a busy, pressurised environment.


• Skilled at negotiating and selling resolutions to the customer.


• Professional understanding of the importance of first-class customer service with flexibility, multitasking abilities, and strong problem-solving skills.


• Proficient in computer systems, including Microsoft Word and Excel.

In addition to the basic salary, Customer Service Advisors can earn monthly bonuses of up to £200 depending on performance against set KPIs (bonuses are not guaranteed or contractual).

Working Hours

This is a full-time role working 40 hours per week, Monday to Friday, 9 am to 6 pm.

Work Location

Swindon Head Office.

This position may suit individuals with previous skills or experience gained from the following roles: Customer Service Agent, Customer Service Assistant, Customer Service Administrator, Customer Service Executive or Customer Service Representative.

• Exclusive Employee Discounts: Enjoy unbeatable savings on all Oak Furnitureland products after completing your probation period.


• Generous Holiday Allowance: Benefit from 20 days of holiday each year (excluding Bank Holidays), giving you ample time to relax and recharge.


• Celebrate Your Special Day: Take an extra day off to celebrate your birthday or another special occasion important to you!


• My Rewards Programme: Unlock incredible savings and enjoy exclusive discounts on essentials and luxuries, from dining out and grocery shopping to entertainment, holidays, and gym memberships.


• Competitive Pension Scheme: Secure your future with a 4% employee contribution, matched by the company.


• Comprehensive Life Assurance: Receive free coverage worth at least twice your annual salary, ensuring peace of mind up to age 65.


• Continued Development: Enhance your skills and support your future career advancement with ongoing training and growth opportunities within the company.


• Supportive Employee Assistance Programme: Access professional counselling services via phone or in person whenever needed.


• Convenient Free On-site Parking: Enjoy the convenience and ease of free parking at our location.

Company Information

Oak Furnitureland launched in 2006. Our brand was built on ensuring our customers could access high-quality hardwood furniture at affordable prices, and we were predominantly known for our range of well-crafted cabinetry.

Fast-forward to today, and you’ll discover our commitment to using quality materials and creating furniture built to last hasn’t changed. We still offer great value for money, too, but what you’ll discover now is an evolution that’s seen us expand our categories and styles of furniture so that we can offer something for every home.

Not only do we offer fantastic pieces of furniture for the home, but we are also a great place to work. It is one where colleagues are valued, feel connected to the business, and are provided with an environment where they can flourish, contribute, and develop their careers.

To support us, we are guided by our company's purpose of ‘helping people make their house a real home’, which is underpinned by our values:

• We are adaptable


• We are experts


• We are authentic


• We are one team


• We put our customers first.

Our mission is to build an open and inclusive work environment where all colleagues have equal opportunity and access to development, progression and growth. We strive to recruit and retain diverse talent representative of our customer demographic.

We have an inclusive environment where everyone can be themselves and are driven by the same purpose and values. As we endeavour to create a workplace that reflects our diverse customer base and the communities in which we live and work, we strongly encourage applications from individuals belonging to minority and underrepresented groups. We are committed to fairness in how we hire new colleagues and if you require any additional support to help you through the process, we’re happy to make the necessary adjustments for anyone who needs them.

Please know that any offer is subject to references and a DBS check.