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- Tasks: Support customers through pre & post-purchase queries via email and calls.
- Company: Join a creative brand focused on delivering exceptional customer experiences.
- Benefits: Enjoy flexible working options and opportunities for growth in international markets.
- Why this job: Be part of a dynamic team that values customer care and loyalty, making a real impact.
- Qualifications: HubSpot CRM knowledge and proficiency in Microsoft Office are preferred.
- Other info: Ideal for those passionate about interiors and design, with a customer-first mindset.
The predicted salary is between 28800 - 43200 ÂŁ per year.
We’re looking for a digitally minded, customer-obsessed Customer Service agent to support the end-to-end customer experience for our consumer brands.
You’ll be responsible for pre & post-purchase customer service – across all customer communication channels, mainly via email enquiries & calls.
You’ll manage all types of customer queries including complaints, inter-departmental relationships, made-to-measure (M2M) support and help shape a service experience that reflects the quality and creativity of the brands.
This role will focus on our UK brand consumer websites, with scope to expand into international markets as we scale across US and beyond. It’s a hands-on role that combines day-to-day service management with continuous improvement and cross-functional collaboration. Your focus is customer care, loyalty, and insight – owning every direct customer interaction to drive sales and delight customers post-checkout.
Responsibilities.
Deliver an Exceptional Customer Journey
- Demonstrate and execute a seamless, customer-centric journey, meticulously tailored to individual needs, to exceed expectations, cultivate loyalty, and position us as the preferred choice for our customers.
Provide Multi-Channel Customer Support
- Respond promptly to all customer interactions via webchat, email and phone providing professional support to both internal and external stakeholders.
- Manage all inquiries with precision, ensuring accurate information processing.
- Own and manage all UK customer queries across all channels.
- Handle queries and complaints with empathy and efficiency, always safeguarding brand reputation.
- Collaborate with fulfilment and operations to swiftly resolve delivery issues, returns, and product concerns.
- Guide customers effectively through all websites, including Tradehub, consumer sites, and M2M sites.
- Own & Optimise M2M and Tailored Services Be the internal lead for our Made-to-Measure. Manage day-to-day communication with third-party M2M partners, ensuring service level agreements (SLA’s) are met and issues escalated where needed.
Manage Orders and Customer Relationships
- Process orders efficiently while maintaining accurate system information.
- Build and nurture strong customer relationships.
- Provide comprehensive after-sales support, including fault resolution and claims management.
Drive Upselling and Demonstrate Product Expertise
- Engage with customers to thoroughly understand their needs.
- Leverage in-depth product knowledge to suggest relevant add-ons or alternatives, enhancing the customer\’s purchase experience and maximizing sales opportunities.
Customer Retention & Brand Advocacy
Spot opportunities to turn poor experiences into brand loyalty through proactive service.
Measures of Success.
- High customer satisfaction (CSAT) helping to drive repeat purchase and brand advocacy
- Driving digital self service usage that reduces inbound volumes.
- Efficient handling of all customer queries with minimal escalations.
- Accuracy of all orders and sample entries to an agreed standard.
Qualifications.
- HubSpot CRM Certifications (desirable)
- Additional digital customer service platform training (e.g. Zendesk, LiveChat) – bonus
Skills & Experience.
- Strong communication skills with a calm, clear, empathetic and professional approach.
- Proficient in Microsoft Office and digital tools
- Proven ability to improve customer satisfaction, loyalty and experience
- Adaptable, solutions-focused and comfortable in a fast-moving digital environment
- A passion for fabric, interiors and design, with an eye for detail and a customer-first mindset
- Experience within interiors, lifestyle or premium direct to consumer (D2C) sectors is a strong advantage
Behaviours.
Confident, empathetic and digitally fluent, with a calm and professional approach to complaints and refunds, strong written and verbal communication skills, and a proactive mindset geared toward improving customer experience and building loyalty.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service, Sales, and Business Development
-
Industries
Design Services, Furniture and Home Furnishings Manufacturing, and Interior Design
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Customer Experience Advisor employer: Sanderson Design Group plc.
Contact Detail:
Sanderson Design Group plc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor
✨Tip Number 1
Familiarise yourself with our brand and its products. Understanding the unique selling points and features of what we offer will help you engage with customers more effectively and demonstrate your passion for our products during the interview.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and queries. Practising scenarios where you turn a negative experience into a positive one can showcase your problem-solving abilities and empathy, which are crucial for this role.
✨Tip Number 3
Get comfortable with digital communication tools like HubSpot, Zendesk, or LiveChat. Being proficient in these platforms will not only make you stand out but also show that you're ready to hit the ground running in a digitally focused environment.
✨Tip Number 4
Prepare to discuss your previous experiences in customer service, particularly in the interiors or lifestyle sectors. Highlighting relevant examples will demonstrate your understanding of the industry and your ability to connect with our customer base.
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in digital environments. Emphasise any roles where you've managed customer queries or complaints, and showcase your ability to drive customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer care and detail how your skills align with the responsibilities of the Customer Experience Advisor role. Mention specific examples of how you've improved customer experiences in previous positions.
Showcase Relevant Skills: Highlight your proficiency in tools like HubSpot and Microsoft Office, as well as any experience with digital customer service platforms. Make sure to mention your strong communication skills and ability to handle complaints with empathy.
Demonstrate Your Knowledge: Research the company and its consumer brands. In your application, refer to their values and how you can contribute to enhancing the customer journey. This shows that you're not just applying randomly but are genuinely interested in the role.
How to prepare for a job interview at Sanderson Design Group plc.
✨Showcase Your Customer-Centric Mindset
During the interview, emphasise your passion for customer service. Share specific examples of how you've gone above and beyond to meet customer needs, demonstrating your ability to create exceptional experiences.
✨Familiarise Yourself with Digital Tools
Since the role requires proficiency in digital platforms like HubSpot and possibly Zendesk, make sure to mention any relevant experience you have with these tools. If you're not familiar, consider doing a quick online tutorial to get a basic understanding.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and empathy. Prepare scenarios where you've successfully handled complaints or difficult situations, highlighting your calm and professional approach.
✨Demonstrate Product Knowledge
Research the company's products and services beforehand. Being able to discuss their offerings and how they align with customer needs will show your enthusiasm for the brand and your readiness to engage with customers effectively.
