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- Tasks: Help customers with their queries and ensure they leave happy.
- Company: Join Oak Furnitureland, a leading furniture retailer with a supportive culture.
- Benefits: Enjoy employee discounts, generous holiday allowance, and bonuses based on performance.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Previous customer service experience is a plus, but a positive attitude is key.
- Other info: Be part of a diverse team that values growth and inclusivity.
The predicted salary is between 24000 - 36000 £ per year.
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 Furnitureland's 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.
Benefits
- Exclusive Employee Discounts: Enjoy unbeatable savings on all Oak Furnitureland products after completing your probation period.
- Generous Holiday Allowance: Benefit from 20 days of holiday each year (excluding Bank Holidays), giving you ample time to relax and recharge.
- Celebrate Your Special Day: Take an extra day off to celebrate your birthday or another special occasion important to you!
- My Rewards Programme: Unlock incredible savings and enjoy exclusive discounts on essentials and luxuries, from dining out and grocery shopping to entertainment, holidays, and gym memberships.
- Competitive Pension Scheme: Secure your future with a 4% employee contribution, matched by the company.
- Comprehensive Life Assurance: Receive free coverage worth at least twice your annual salary, ensuring peace of mind up to age 65.
- Continued Development: Enhance your skills and support your future career advancement with ongoing training and growth opportunities within the company.
- Supportive Employee Assistance Programme: Access professional counselling services via phone or in person whenever needed.
- Convenient Free On-site Parking: Enjoy the convenience and ease of free parking at our location.
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. As we endeavour to create a workplace that reflects our diverse customer base and the communities in which we live and work, we strongly encourage applications from individuals belonging to minority and underrepresented groups. We are committed to fairness in how we hire new colleagues and if you require any additional support to help you through the process, we’re happy to make the necessary adjustments for anyone who needs them. Please know that any offer is subject to references and a DBS check.
Customer Services Advisor in Swindon employer: Oak Furnitureland
Contact Detail:
Oak Furnitureland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Advisor in Swindon
✨Tip Number 1
Get to know the company! Before your interview, dive into Oak Furnitureland's values and mission. This will help you connect your own experiences with what they stand for, showing them you're a perfect fit.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when addressing those tricky customer queries during the interview.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past where you turned a negative customer experience into a positive one. This will demonstrate your ability to handle complex complaints like a pro.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in joining the Oak Furnitureland team!
We think you need these skills to ace Customer Services Advisor in Swindon
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your previous experience in customer service, especially if you've handled complex or emotional complaints. We want to see how you’ve put customers first in your past roles!
Keep It Professional: Your written application should reflect the high standards we uphold at Oak Furnitureland. Use clear and concise language, and double-check for any spelling or grammar mistakes before hitting send!
Be Yourself: We value authenticity, so let your personality shine through in your application. Share your genuine desire to help others and how you embody our company values in your everyday life.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you as soon as possible!
How to prepare for a job interview at Oak Furnitureland
✨Know Your Stuff
Before the interview, make sure you’re familiar with Oak Furnitureland’s products and services. This will not only help you answer questions confidently but also show your genuine interest in the company. Brush up on their values and mission too, as this will help you align your answers with what they stand for.
✨Showcase Your Empathy
As a Customer Services Advisor, empathy is key. Prepare examples from your past experiences where you successfully handled customer complaints or queries. Highlight how you listened to the customer, understood their needs, and provided a solution that left them satisfied. This will demonstrate your customer-first attitude.
✨Practice Communication Skills
Since exceptional verbal and written communication skills are crucial for this role, practice articulating your thoughts clearly. You might want to do mock interviews with a friend or family member. Focus on being friendly and professional, as this reflects the demeanour they’re looking for in a candidate.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer service scenarios. Think of a few challenging situations you’ve faced in the past and how you resolved them. Be ready to discuss your thought process and the steps you took to ensure customer satisfaction, showcasing your strong problem-solving skills.