Trade Customer Service Account Advisor in Hinckley

At Hammonds Furniture, we are a family- run business that specialises in fitted furniture and tailored storage solutions. With over 26 showrooms nationwide, we are dedicated to providing exceptional service and innovative designs to our customers. Our vision is to create well-ordered homes, and we believe our furniture has the power to transform living spaces.

Role Overview:

At Hammonds and Hepplewhite, we pride ourselves on delivering a seamless, high quality customer journey- and we\'re looking for a Trade Customer Service Account Advisor who shared that passion. Based in our Hinckley office, you\'\'ll be the vital first point of contact for our customers, managing each interaction with empathy, professionalism and precision.

You\'ll own the customer journey from start to finish, turning challenges into opportunities and ensuring our trade customers feel supported every step of the way. If you\'re customer-focused, detail-driven, and ready to make a meaningful impact, we want to hear from you.

Key Responsibilities:

• Own the Customer Journey: Take full responsibility for each customer experience- from initial query to aftercare- ensuring every interaction is smooth and positive.
• Respond with Empathy and Speed: Manage incoming queries via phone, email, text, and digital platforms, resolving issues promptly and with care.
• Case Management: Accurately log and track all service requests, updating customer records and managing cases to meet service level agreements.
• Handle Complaints with Confidence: Tackle difficult situations, especially on public channels like social media, turning potential issues into positive outcomes.
• Cross-Team Collaboration: Work closely with Installation, Finance, Production, Field Operations, and IT to ensure timely and effective solutions.
• Maintain High Standards: Represent the Hammonds and Hepplewhite brands with price, delivering consistent, high quality service that supports out reputation.
• Contribute to Continuous Improvement: Share insights and feedback to help enhance the customer journey and shape better service processes.

How You Will Succeed:

• Customer- Centric Mindset: At least 1 year of customer service experience, with the ability to handle a variety of queries with empathy and professionalism.
• Strong Problem-Solving Skills: You take ownership of issues, work toward first-time resolutions, and don\'t pass the customer around.
• Tech-Savvy and Detail-Oriented: Confident using digital tools and systems to manage information accurately and efficiently.
• Excellent Communication: Clear and adaptable in your written and verbal communication across multiple channels.
• Collaborative Spirit: You work well with colleagues across departments, ensuring the customer journey is joined up and seamless.
• Composed Under Pressure: Calm and professional during complaints and escalations, turning negatives into positives.
• Growth-Focused: Open to feedback, eager to improve, and always looking for ways to enhance the customer service.

What You Bring:

• Empathy and Emotional Intelligence: You actively listen and connect with customers, even in challenging situations.
• Resilience and Maturity: Composed and constructive under pressure, with a solution-focused approach.
• Proactivity: You take initiative, anticipate problems, and act without need to be asked.
• Organisational Skills: Detail-drive and deadline-focused, you manage multiple tasks with ease.
• Team-Oriented: A strong communicator who thrives in a collaborative environment.
• Professionalism: You proudly represent our brand values and uphold high standards in every customer interaction.

Why Join Us:

At Hammonds, we recognise that it is our people who are our greatest asset, so come and join a team of like-minded individuals and live the Hammonds Way. We live by our three values which are to Be Real, Be Creative and Be Committed- if you resonate with this and are looking for a new opportunity in a business that supports your growth and development, we encourage you to apply to our career opportunity for immediate consideration.