Customer Services Advisor

At Oak Furnitureland, the Customer Centre is the heart of our business and often our customers' first point of contact. The Customer Service Advisors play a crucial role in our bustling customer centre. They use their empathy, excellent communication skills and customer-first attitude to manage a variety of queries and resolve them to completion, ensuring the customers’ needs are fully met. Their friendly, professional demeanour and genuine desire to help others mean they always put the customer first. By documenting each interaction and following up on outstanding issues, they contribute to continuously improving our customer service processes, assisting the department in being high-performing.

This commitment to high performance is recognised and rewarded through the opportunity to earn monthly bonuses based on performance against set KPIs, which ensures that our colleagues are rewarded for their dedication and hard work.

Core Responsibilities

• Addressing high volumes and various customer inquiries, ensuring each is resolved to the customer's satisfaction.
• Providing outstanding service to our customers via telephone and email.
• Advising customers on the care of their Oak Furnitureland products.
• Identifying and implementing appropriate solutions for customer complaints.
• Ensuring all customer interactions comply with company policies and procedures.
• Maintaining departmental and personal Service Level Agreements and KPIs per Company expectations.
• Ensuring all written and oral communications are of the highest standard and in line with Company guidelines.
• Taking ownership of customer issues assigned to you, resolving them appropriately, and following up to maintain customer confidence in the brand.
• When necessary, seeking advice and guidance from Line Management for unique or uncertain cases.
• Keeping up to date with the Company’s products, services, and policies.
• Acting as a role model and advocate for Oak Furniturelands' Purpose and Values, holding oneself and others accountable.
• Promoting collaborative work towards joint goals, bringing individuals together at the right time for successful outcomes.
• Confidently solving problems and finding viable solutions through research and constructive challenge to existing processes.
• Adapting to change and ambiguity, prioritising competing demands in a fast-paced environment.

Skills and Experience

• Previous experience in a customer service call centre environment - Desirable
• Demonstrated experience in handling complex and emotional complaints - Desirable
• High level of accuracy and attention to detail.
• Exceptional verbal and written communication skills.
• Ability to remain calm in a busy, pressurised environment.
• Skilled at negotiating and selling resolutions to the customer.
• Professional understanding of the importance of first-class customer service with flexibility, multitasking abilities, and strong problem-solving skills.
• Proficient in computer systems, including Microsoft Word and Excel.

In addition to the basic salary, Customer Service Advisors can earn monthly bonuses of up to £200 depending on performance against set KPIs (bonuses are not guaranteed or contractual).

Working Hours

This is a full-time role working 40 hours per week, Monday to Friday, 9 am to 6 pm.

Company Information

Oak Furnitureland launched in 2006. Our brand was built on ensuring our customers could access high-quality hardwood furniture at affordable prices, and we were predominantly known for our range of well-crafted cabinetry. Fast-forward to today, and you’ll discover our commitment to using quality materials and creating furniture built to last hasn’t changed. We still offer great value for money, too, but what you’ll discover now is an evolution that’s seen us expand our categories and styles of furniture so that we can offer something for every home.

Not only do we offer fantastic pieces of furniture for the home, but we are also a great place to work. It is one where colleagues are valued, feel connected to the business, and are provided with an environment where they can flourish, contribute, and develop their careers.

To support us, we are guided by our company's purpose of ‘helping people make their house a real home’, which is underpinned by our values:

• We are adaptable
• We are experts
• We are authentic
• We are one team
• We put our customers first.

Our mission is to build an open and inclusive work environment where all colleagues have equal opportunity and access to development, progression and growth. We strive to recruit and retain diverse talent representative of our customer demographic. We have an inclusive environment where everyone can be themselves and are driven by the same purpose and values.

Please know that any offer is subject to references and a DBS check.