Customer Experience Specialist in Wilmslow

We are now looking for a trusted Customer Experience Specialist to make a valuable contribution to our business by delivering exceptional customer experiences and supporting the achievement of team and organisational goals. The successful candidate will work with intention, ensuring that every customer interaction reflects the high standards and personalised service that defines the Hammonds Way.

Responsibilities

• Welcome and engage customers in the Design Centre, delivering a personalised and professional experience.
• Guide customers through our product range, offering tailored advice and visualising solutions to enhance their homes.
• Follow up on leads, previous appointments, and showroom visits to re‑engage interest and drive sales conversion.
• Support inbound customer calls, manage appointments, and handle enquiries efficiently.
• Make minor design adjustments using Articad (training provided if needed) to help customers make confident decisions.
• Collaborate with internal teams, including Design Partners and Sales Managers, to maximise sales opportunities.
• Maintain accurate records of customer interactions, follow‑ups, and sales activity.
• Ensure the Design Centre is presented to a high standard and report any maintenance or display issues.
• Contribute to team sales targets and KPIs through proactive customer engagement and service excellence.
• Act as a key holder, supporting independent opening and closing of the Design Centre as required.

Qualifications

• A passion for delivering high‑end, personalised customer service that reflects our premium brand.
• Confidence in welcoming and engaging customers, building rapport, and guiding them through their design journey.
• Strong organisation and time management skills, with the ability to follow up on leads, manage appointments, and handle enquiries efficiently.
• Attention to detail in maintaining a polished, professional showroom environment.
• A natural flair for interiors and design, helping customers visualise solutions that enhance their homes.
• Excellent communication and interpersonal skills, with the ability to influence decisions through service‑led, consultative approaches.
• Team player mindset, collaborating with colleagues and field‑based designers to maximise opportunities.
• Tech‑savvy and willing to learn new systems, including Articad, with a mindset for continuous development and improvement.

Working Hours / Pattern

• Total Working Hours: 37.5
• Sundays paid at time and a half
• We are open Bank Holidays – day off in lieu will be given for any worked.

Benefits

• Uncapped Commission
• 25 days of annual leave
• 1 extra day holiday per 5 years of service
• Additional annual leave purchase scheme
• Contributory pension scheme
• Access to discounts through Perkbox
• A supportive and creative team environment where your contributions make an impact.