Customer Service Advisor Part Time – 9 month FTC
9 Month Fixed Term Contract
This year, we proudly celebrate 100 years of Hammonds — a century of helping people create homes that feel beautifully organised and thoughtfully designed. From bedrooms and living spaces to home offices, we design and craft fitted furniture that transforms everyday rooms into functional, elegant spaces that bring order and harmony to the home. Our purpose remains simple: we create a well-ordered home, so our customers can live their lives better.
Proudly a family business with 22 showrooms nationwide, we manufacture our bespoke furniture in Leicestershire, combining exciting design, innovative storage solutions and exceptional craftsmanship, before bringing each design to life with care and precision. Driven by passionate people and a clear ambition to be the UK’s leading fitted furniture specialists, we step into our second century building on our heritage — doing things properly, with intention and pride, The Hammonds Way.
We are now looking for a trusted Customer Service Advisor to make a valuable contribution to our business by delivering exceptional service and supporting the achievement of team and organisational goals. The successful candidate will work with intention, ensuring every customer interaction is handled with care, professionalism, and to the high standards that reflect the Hammonds Way.
In this role, you will take ownership of the customer journey from first contact through to resolution, delivering a seamless, high-quality experience across every touchpoint. As a trusted ambassador for both Hammonds and Hepplewhite, you'll build positive relationships with customers, resolve enquiries with empathy and efficiency, and work collaboratively with colleagues across the business to achieve the best possible outcomes. Your customer-focused approach, attention to detail, and commitment to service excellence will be key as you contribute to the continued success of Hammonds, demonstrating our values of being Real, Committed, and Creative in everything you do.
What you'll be doing:
- Taking ownership of the customer journey from first enquiry through to resolution, ensuring every interaction is delivered with care, professionalism, and attention to detail.
- Acting as the first point of contact for customer enquiries across phone, email, text, and digital channels, providing timely, empathetic, and effective support.
- Resolving customer queries wherever possible at the first point of contact, delivering positive outcomes and exceeding customer expectations.
- Managing customer cases from start to finish, maintaining accurate records and ensuring enquiries are progressed in line with service level agreements and team targets.
- Handling customer concerns and complaints with confidence and empathy, including responding professionally across public platforms such as social media.
- Working collaboratively with colleagues across the business to deliver timely, effective solutions and ensure a seamless customer experience.
- Representing the Hammonds and Hepplewhite brands by delivering a consistently high standard of customer service that reflects our values.
- Identifying opportunities to improve the customer experience by sharing feedback and supporting continuous improvement initiatives across the team.
What you will bring:
- Previous experience in a customer service or customer-facing role, with a passion for delivering exceptional customer experiences.
- Excellent communication skills, with the ability to build rapport and communicate confidently across phone, email, text, and digital channels.
- Strong problem-solving skills and a proactive approach, taking ownership of customer enquiries through to resolution.
- Confidence using IT systems and technology, with excellent attention to detail when managing customer records and case information.
- The ability to remain calm, professional, and solution-focused when handling challenging conversations or customer complaints.
- A collaborative approach, working effectively with colleagues across the business to deliver the best possible outcomes for customers.
- Excellent organisational skills, with the ability to manage multiple priorities while maintaining accuracy and meeting service standards.
- A positive attitude and commitment to continuous improvement, always looking for opportunities to enhance the customer experience and the way we work.
Your Working hours/ pattern will be:
Days: Monday to Wednesday
Working Hours: 9:00am – 17:00pm
Breaks: 30 mins (unpaid)
Total Weekly Working Hours: 22.5
As part of the Hammonds family, you’ll enjoy:
-
Competitive Pro Rata salary - £14,912
-
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
-
Generous Employee discount scheme
-
A supportive and creative team environment where your contributions make an impact
Why Join Hammonds?
At Hammonds, our colleagues are at the heart of everything we do. Guided by our values of being Real, Committed, and Creative, we work together to create exceptional experiences for both our customers and each other, taking pride in doing things properly, with intention and care.
When you join Hammonds, you’ll become part of a supportive family business where your contribution is valued, your ideas are encouraged, and your development is supported. Whether you’re working directly with customers, crafting our fitted furniture, or supporting our teams behind the scenes, you’ll have the opportunity to make a meaningful impact and build a rewarding career with us.
#You’reBetterOffAtHammonds
CustomerServiceAdvisor, CustomerService, CustomerExperience, CustomerSupport, CustomerCare, CustomerSuccess, ContactCentre, CallCentre, ServiceAdvisor, CustomerRelations, ClientServices, CustomerFocused, HiringNow, Careers, JoinOurTeam.