Product Specialist & Keyholder

The White Company; Hitchin; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

50% discount on products

23 days holiday rising to 25

Volunteer day

Discretionary annual bonus

Group Personal Pension

Life assurance after probation

Christmas party

Job summary

The White Company is seeking a Product Specialist & Keyholder to deliver elevated, personalised service and to share expert product knowledge with customers. You’ll support store operations, act as a brand ambassador, and mentor peers while upholding premium standards across in-store, phone, and digital channels.

With a focus on delivering exceptional customer experiences, you’ll help drive loyalty, data capture, and community engagement while balancing day-to-day store tasks and keyholder

Qualifications

• Strong product and brand knowledge with a passion for selling and customer service.
• Confident communicator across face-to-face, phone, and digital channels.
• Well organized, reliable, and able to manage time effectively.

Responsibilities

• Deliver an elevated, personalised customer experience through expert product knowledge and confident recommendations.
• Bring products to life using samples, storytelling, and omni-channel tools to support customer decision‑making.
• Support customers across in-store, phone, and digital channels.
• Build long‑term customer relationships that encourage loyalty and advocacy.

Tools

POS systems

Omni-channel tools

Job description

Our Role

As a Product Specialist & Keyholder, you are a trusted expert on The White Company product and brand. You deliver elevated, personalised service, using deep product knowledge to build strong customer relationships and inspire loyalty.

This role represents progression from delivering great service to becoming a specialist others learn from. Alongside your customer-facing expertise, you take on keyholder responsibilities to support store operations and leadership when required.

What you’ll be doing

Customer and Brand Experience

• Deliver an elevated, personalised customer experience through expert product knowledge and confident recommendations.
• Bring products to life using samples, storytelling, and omni-channel tools to support customer decision‑making.
• Support customers seamlessly across in‑store, phone, and digital channels.
• Build long‑term customer relationships that encourage loyalty, advocacy, and data capture.
• Identify and support B2B and local community engagement opportunities where appropriate.
• Act as a visible brand ambassador, consistently reflecting The White Company values and premium standards.

People and Culture: Sharing Expertise

• Act as a role model for exceptional service and selling behaviours on the shop floor.
• Mentor and support Sales Advisors by sharing product knowledge and best practice.
• Support onboarding and training of new team members, helping them build confidence and capability.
• Contribute positively to a collaborative, inclusive team culture.
• Communicate clearly and professionally with colleagues and store leadership.

Operational and Commercial Excellence: Supporting the Store

• Support stock management through accurate processing, replenishment, and stock care.
• Maintain high standards of visual presentation, housekeeping, and product availability.
• Balance completing operational tasks with delivering a calm, premium customer experience.
• Take on keyholder responsibilities when required, including opening and closing the store.
• Complete cash handling, banking, and security procedures accurately and in line with company policy.
• Act as a point of contact in the absence of store management, escalating issues appropriately.
• Follow Health & Safety, security, and operational procedures consistently.

About You

• Strong product and brand knowledge with a passion for selling and customer service.
• Confident communicator across face‑to‑face, phone, and digital channels.
• Comfortable using technology and omni‑channel tools to support customers.
• Well organised, reliable, and able to manage time effectively.
• Previous retail or keyholder experience is desirable but not essential.
• Takes pride in quality, presentation, and brand standards.

Please read through the attached Job Description for more detail.

What we’ll offer you

• 50% discount on our products,
• 23 days holiday rising to 25 during service.,
• A Volunteer Day with a charity of your choice,
• In addition to a competitive salary, a discretionary bonus scheme may be rewarded annually,
• Automatic enrolment into the Group Personal Pension scheme,
• Following successful probationary completion, you’ll be covered by our life assurance plan,
• Social - Christmas party/social events throughout the year

Our Equality Diversity and Inclusion statement of commitment

At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.

We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.

We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.

We'd love you to join us on our journey.

Our Sustainability statement of commitment

We are committed to building a sustainable legacy that will enable a brighter future for people and our planet.’ We believe this should be reflected in everything we do.