Customer Service Assistant in Hitchin

We have a fantastic opportunity for a Customer Support Assistant to join our Promain team which is based in Hitchin. For over 35 years, Promain Paints has been the UK’s leading supplier of specialist industrial paint coatings and is now part of the Brewers Group. Our Customer Service department aims to not only meet but exceed our customer’s expectations. So if you have a passion for delivering first class customer service and excellent communication and people skills then we would love to hear from you.

Ranked in The Sunday Times Best Places to Work 2025 - Brewers Decorator Centres are the largest independent supplier of decorating materials supplying both trade and retail customers across the UK. Still a family‑owned business, we are proud of our wonderful heritage of over 120 years in our industry and the growth of our network to over 250 stores nationwide in the Brewers Group. We place great emphasis on the development and growth of our colleagues - our mantra is to ‘help one another succeed’.

We understand that Neurodiverse candidates or candidates with a disability may need adjustments or extra support in the application or interview process - we are committed to providing every candidate the opportunity and environment in which to succeed and we will support any reasonable request where we can.

What does the role of a Customer Support Assistant include:

• Logging, tracking, and responding to customer questions and requests received via email in a timely, accurate, and professional manner.
• Answering and managing customer phone calls efficiently, providing clear information and maintaining a professional and helpful tone at all times.
• Acting as the first point of contact for customer complaints, accurately recording details, resolving issues where possible, and escalating more complex matters to the appropriate team.
• Assisting customers with delivery-related concerns, including delays, border issues, or export documentation queries.
• Developing positive relationships with customers and collaborating closely with internal operational teams to ensure smooth service delivery and effective problem resolution.

Who We Are Looking For To Join Our Team:

• Exceptional customer service and communication skills, as the role involves regular interaction with customers and delivering a high standard of service.
• Approachable, possessing an open and friendly personality with a willingness to help.
• Enjoys working and supporting a team, but can be relied upon to always work as an individual.
• Excellent organisational skills with exceptional attention to detail.
• Can work quickly, and accurately with a positive approach.
• Proficient with Microsoft Word, Excel and Outlook with a willingness to learn new technologies and software.
• Keen to learn and develop skills.

In return we offer a comprehensive benefits package consisting of:

• Competitive salary.
• 31 days holiday including bank holidays increasing with service.
• Free life assurance.
• 5% of your salary employer contribution to the pension plan (subject to employee contributions).
• Wagestream - a money management app that gives you access to a percentage of your pay as you earn it.
• Employee Assistance Programme - accessible to colleagues, partner/spouse and dependents.
• Virtual GP service for yourself and any dependent children to be able to access unlimited medical advice when you need it.
• Medicash, an optional funded scheme where you can claim money back for routine healthcare treatments.
• Brewers Colleague discounts giving you huge savings on home improvements.
• Discounts and rewards with selected partners - major high street brands, supermarkets etc.
• Additional financial assistance such as Cycle to Work Scheme, Season Ticket Loans and Helping Hand Loan Scheme for times of crisis.
• Comprehensive Induction Programme and ongoing development.
• After a qualifying period, you will also be eligible for additional benefits such as profit related pay, enhanced Maternity/Paternity pay and a chance to use our Holiday Homes in Cornwall or the Lake District.

To apply for this exciting opportunity, please click the Apply Now button on this page to complete the mandatory application form. Please note - we have a specified timescale within which to appoint and train. This role may be removed from listings before the closing date if we are successful in finding an appointment. Due to the number of applications we receive, we are unable to respond to any applicants who do not complete the process.