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- Tasks: Support customers with technical queries and enhance product knowledge within the team.
- Company: Aqualla, a leading provider of premium bathroom solutions in the UK and Ireland.
- Benefits: Cashback medical, pension, birthday off, and exclusive discounts.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Join a growing team and make a real difference in customer experience.
- Qualifications: 2+ years in customer service and a passion for bathroom products.
The predicted salary is between 30000 - 40000 £ per year.
Aqualla specialises in premium bathroom solutions across the UK and Ireland. With consistent and impressive growth over the past decade, the company was acquired in 2021 by FM Mattsson Mora Group. Today, Aqualla boasts a turnover of £16m and a dedicated team of more than 60 employees, with ambitious plans for further expansion.
Role Purpose: The CST Product Specialist acts as a key escalation point for Customer Service Team (CST) Advisors, supporting queries that require deeper product knowledge across Aqualla, Adamsez, and Hotbath products. Specific product training will be provided but the role requires a baseline understanding of brassware and bathroom products.
Key Responsibilities
- Customer Product Support
- Act as the primary escalation point for CST Advisors on complex or technical product queries beyond their scope.
- Investigate and resolve escalated queries using product knowledge and structured troubleshooting.
- Provide clear guidance and feedback to CST Advisors to support customer resolution.
- Identify true technical faults or product issues and escalate these to the Technical R&D Advisor.
- Ensure all calls and escalations are documented accurately for future reference and learning.
- Build positive and professional relationships with customers, ensuring a helpful and approachable service experience.
- Support CST with spare parts identification and queries where required.
- Knowledge Sharing & Training
- Maintain own product knowledge at a high standard.
- Develop, maintain, and continuously improve the internal knowledge base.
- Support training and coaching to CST Advisors to improve product knowledge and confidence.
- Proactively identify knowledge gaps within CST.
- Product Support & Documentation
- Translate complex product information into clear, user-friendly guidance for CST and customers.
- Ensure all documentation is accurate, up to date, and aligned with common customer queries.
- Track and report on the frequency and types of escalated queries.
- Analyse trends and recurring issues to identify opportunities for improvement.
- Provide actionable insights to improve customer experience, product usability, and CST efficiency.
- Communication, Organisation & Professional Standards
- Communicate clearly and professionally with CST Advisors and internal stakeholders.
- Maintain strong organisation and prioritisation when handling escalated queries.
- Demonstrate attention to detail in diagnosing issues and documenting solutions.
- Take a proactive approach to improving processes, knowledge, and team capability.
- Customer Services
- Complete Customer Service Advisor duties as and when required by the Customer Service Manager.
Values-Based Competencies
- The Customer Comes First: Enables CST Advisors to deliver clear, confident, and helpful support, improving the overall customer experience.
- I Step Up: Takes ownership of escalations, ensuring queries are resolved or appropriately routed while identifying opportunities to prevent repeat issues.
- We Win Together: Collaborates across CST, Sales, Operations, and R&D to share knowledge and improve both product performance and support capability.
Application Criteria
- Min. 2 years in a customer facing role.
- PC-literate (MS office programs, Excel, Word, PowerPoint).
- Proven technical ability with bathroom or kitchen products.
- Previous plumbing knowledge is preferred but not essential.
Benefits: cash back medical pension birthday off discounts platform
Technical Customer Service in Newtownards employer: Aqualla Brassware Ltd
Contact Detail:
Aqualla Brassware Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Customer Service in Newtownards
✨Tip Number 1
Get to know the company inside out! Research Aqualla's products and their unique selling points. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Practice your communication skills. As a Technical Customer Service Specialist, you'll need to explain complex product information clearly. Try role-playing with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge and potentially a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the team at Aqualla.
We think you need these skills to ace Technical Customer Service in Newtownards
Some tips for your application 🫡
Show Your Passion for Products: When writing your application, let us know why you're excited about bathroom solutions and how your experience aligns with our products. A genuine interest in what we do can really make your application stand out!
Be Clear and Concise: We appreciate straightforward communication, so keep your application clear and to the point. Highlight your relevant experience and skills without going off on a tangent – we want to see what makes you a great fit for the role!
Tailor Your Application: Make sure to customise your application for the Technical Customer Service role. Use keywords from the job description and demonstrate how your background matches the responsibilities and values we hold dear at Aqualla.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your details!
How to prepare for a job interview at Aqualla Brassware Ltd
✨Know Your Products
Before the interview, brush up on your knowledge of bathroom products and brassware. Familiarise yourself with Aqualla, Adamsez, and Hotbath products. This will help you answer technical questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer queries or escalated issues. Highlight how you maintained a positive relationship with customers, as this aligns with the company's values of putting the customer first.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach complex problems. Think of specific instances where you identified technical faults or improved processes. This will illustrate your ability to step up and take ownership of escalated queries.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company’s growth and your potential role in it. Inquire about how the CST collaborates with other departments or how they identify knowledge gaps within the team. This shows you're thinking about the bigger picture.