Customer Service Advisor - InnerSpaces Self Storage Ltd

Customer Service Advisor

Salary: £13 per hour plus sales commission

Location: 79 Place Road, Cowes, PO31 7AE

Reports to: Facility Manager

Essential Qualifications

• English and Maths to O Level / GCSE

Essential Experience

• 2 years experience in a customer service and sales environment and computer literate.

Company Overview

InnerSpaces Self Storage is the premier choice for self‑storage on the Isle of Wight. With 17 years of trading experience, we are improving our technology and software to better serve customers. We provide a person‑centred approach to sales and are flexible to customer needs. We are a family‑owned business with many decades of experience in the industry. Our site has over 400 units of varying sizes, offering quality indoor storage on flexible terms to our personal and business customers.

Job Summary

InnerSpaces is seeking a dedicated Customer Service Advisor. Reporting to the Facility Manager, this role encompasses a wide range of retail sales, customer service, facility management and administrative duties essential for the smooth operation of our facility. The role offers a variety of responsibilities, making it an ideal fit for individuals who enjoy a diverse role.

Key Responsibilities

• Be the first contact for enquiries and manage a customer through the sales journey.
  • Close sales through telephone, email, website and face‑to‑face enquiries.
  • Explain self‑storage during the customer discovery phase to educate them on the correct product.
  • Assist in implementing marketing strategies and sales initiatives.
  • Take a proactive approach to new sales initiatives, aiming to improve sales volume and conversion rates.
  • Generate income from secondary sales merchandise and Store Protect sales (customer goods insurance).
  • Candidate must be open and able to do hybrid working in the future.
• Deliver high standards of customer service, ensuring a personal and professional experience for all customers.
• Handle customer accounts, payments, and credits, including cash, cheque, and credit/debit card transactions.
• Manage issues or complaints confidently escalating to the Facility Manager where necessary.
• Maintain effective communication with the InnerSpaces Self Storage management team to help achieve overall aims and objectives.
• Ability to be trained and operate a space management software essential for the role.
• Work independently in a responsible manner, recognizing limitations, knowing when to seek help, and being a proactive problem solver.
• Perform general administrative tasks such as processing payments, creating customer accounts and managing stock to ensure smooth daily operations.
• Manage the facility when working alone including key holding and operation of vital systems such as security alarms and fire safety.
• Perform routine system checks appropriately (e.g. lift tests) so the facility meets agreed standards.
• Maintain a clean, safe, and healthy working environment for colleagues, ensuring safe practices at work.
• Contribute to new projects and initiatives aimed at improving the facility and services.
• Work part‑time, 4 shifts of 9 hours each per week. Occasionally flexibility for weekdays to cover shift changes, holiday cover or sickness. One shift will be on Saturday, working alone after ample training and supervision.