Divisional Customer Service Advisor

 

Divisional Customer Service Advisor

At Hammonds Furniture, we are a family-run business that specialises in fitted furniture and tailored storage solutions. With over 26 showrooms nationwide, we are dedicated to providing exceptional service and innovative designs to our customers. Our vision is to create well-ordered homes, and we believe our furniture has the power to transform living spaces.

Role overview:

In this crucial role, you'll be at the forefront of delivering exceptional customer experiences throughout the installation process. Acting as the primary point of contact, you will guide customers on the Day of Installation (DOI), resolve queries, and ensure issues are handled promptly. Working closely with the Divisional Installation Manager (DIM) and internal teams, your responsibility is to manage outstanding jobs, track cases, and negotiate resolutions that prioritize customer satisfaction. Through proactive problem-solving and effective communication, you’ll help enhance Hammonds’ reputation for superior customer service.

How You Will Succeed

· Customer-Centric Focus: Your ability to understand and anticipate customer needs will ensure a seamless experience. Keeping customers informed, managing expectations, and resolving any issues effectively is key.

· Effective Communication: Clear, empathetic communication will foster trust and transparency, ensuring customers are always in the loop regarding their installation process.

· Problem-Solving: Anticipating potential issues and proactively finding solutions before they escalate will be crucial in delivering timely results and keeping customers satisfied.

· Teamwork and Collaboration: Building strong relationships with internal teams and the Divisional Installation Manager will be essential to resolving any installation challenges quickly and efficiently.

· Attention to Detail: Staying on top of multiple tasks while maintaining accurate records and ensuring compliance with SLAs will be essential for smooth operations.

What It Takes

· Strong Customer Service Skills: A commitment to customer satisfaction, ensuring they feel valued and supported throughout their installation journey.

· Adaptability and Resilience: The ability to handle high-pressure situations and respond to customer demands quickly, calmly, and effectively.

· Technical Proficiency: Familiarity with systems to track and manage customer cases, ensuring accurate and up-to-date information.

· Negotiation and Conflict Resolution: Handling disputes and finding mutually agreeable resolutions with professionalism and empathy.

· Commitment to Hammonds Values: Embracing our core values—Be Real, Be Creative, and Be Committed—will drive both your success and the company’s overall customer experience.

Why Join Us:

At Hammonds, we recognise that it is our people who are our greatest asset, so come and join a team of like-minded individuals and live the Hammonds Way. We live by our three values which are to Be Real, Be Creative and Be Committed – if you resonate with this and are looking for a new opportunity in a business that supports your growth and development, we encourage you to apply to our career opportunity for immediate consideration.

At Hammonds Furniture, we are a family-run business that specialises in fitted furniture and tailored storage solutions. With over 26 showrooms nationwide, we are dedicated to providing exceptional service and innovative designs to our customers. Our vision is to create well-ordered homes, and we believe our furniture has the power to transform living spaces.

Role overview:

In this crucial role, you'll be at the forefront of delivering exceptional customer experiences throughout the installation process. Acting as the primary point of contact, you will guide customers on the Day of Installation (DOI), resolve queries, and ensure issues are handled promptly. Working closely with the Divisional Installation Manager (DIM) and internal teams, your responsibility is to manage outstanding jobs, track cases, and negotiate resolutions that prioritize customer satisfaction. Through proactive problem-solving and effective communication, you’ll help enhance Hammonds’ reputation for superior customer service.

How You Will Succeed

· Customer-Centric Focus: Your ability to understand and anticipate customer needs will ensure a seamless experience. Keeping customers informed, managing expectations, and resolving any issues effectively is key.

· Effective Communication: Clear, empathetic communication will foster trust and transparency, ensuring customers are always in the loop regarding their installation process.

· Problem-Solving: Anticipating potential issues and proactively finding solutions before they escalate will be crucial in delivering timely results and keeping customers satisfied.

· Teamwork and Collaboration: Building strong relationships with internal teams and the Divisional Installation Manager will be essential to resolving any installation challenges quickly and efficiently.

· Attention to Detail: Staying on top of multiple tasks while maintaining accurate records and ensuring compliance with SLAs will be essential for smooth operations.

What It Takes

· Strong Customer Service Skills: A commitment to customer satisfaction, ensuring they feel valued and supported throughout their installation journey.

· Adaptability and Resilience: The ability to handle high-pressure situations and respond to customer demands quickly, calmly, and effectively.

· Technical Proficiency: Familiarity with systems to track and manage customer cases, ensuring accurate and up-to-date information.

· Negotiation and Conflict Resolution: Handling disputes and finding mutually agreeable resolutions with professionalism and empathy.

· Commitment to Hammonds Values: Embracing our core values—Be Real, Be Creative, and Be Committed—will drive both your success and the company’s overall customer experience.

Why Join Us:

At Hammonds, we recognise that it is our people who are our greatest asset, so come and join a team of like-minded individuals and live the Hammonds Way. We live by our three values which are to Be Real, Be Creative and Be Committed – if you resonate with this and are looking for a new opportunity in a business that supports your growth and development, we encourage you to apply to our career opportunity for immediate consideration.