Live-Installation Care Advisor
Live- Installation Care Advisor
Fixed Term Contract Role For 6 Months
At Hammonds, we've been helping people transform their homes for over 90 years. Creating space, calm, and clarity in order to live better.
As a proud family business with over 20 showrooms nationwide, we design, manufacture, and install beautifully crafted furniture from our workshop in Leicestershire. Clever storage is at the heart of what we do, with solutions tailored to real lives, whether it's working from home, growing a family, reclaiming space, or simply creating a more organised home.
Our culture is built on three core values: Be Real, Be Committed, and Be Creative. They guide how we work, how we grow, and how we support our customers and each other every day.
As a Live- Installation Care Advisor, you'll play a vital role in keeping installations running smoothly and customers fully informed. You'll take ownership of the process from the installer's arrival through to completed; coordinating remedials, arranging revisits, and ensuring the right parts are in place to achieve first-time success.
You'll provide responsive, proactive support throughout the live-fit period, communicating clearly with customers and colleagues to resolve issues quickly and effectively. By capturing accurate data and insight, you'll also help the business reduce delays, improve performance, and deliver an exceptional installation experience.
The role:
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Take ownership of the customer journey from installer arrival on site through to job completion.
- Act as first-line support for all incoming customer calls, providing clear, empathetic, and professional responses.
- Manage live-installation issues: where installations fail, coordinate remedials, book follow-up visits, and ensure correct parts are ordered and delivered.
- Call all customers with failed installations from the previous day to advise on next steps and provide reassurance.
- Follow up on open cases without assigned actions, ensuring resolution steps are put in place, agreed, and communicated to the customer.
- Review and follow up on internal raised cases, keeping stakeholders informed and ensuring progress is made.
- Maintain accurate and detailed case notes, including applying correct reason codes for failures to enable effective reporting.
- Collaborate with installers, resource experts, and divisional managers to resolve live-installation issues quickly and effectively.
- Contribute to team performance by maintaining professionalism, accuracy, and high-quality service across every interaction.
You will bring:
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Experience in customer service or case management, ideally within installation, logistics, or field operations.
- A proactive approach to keeping installations on track and resolving issues quickly.
- Strong problem- solving skills and the ability to stay calm and professional under pressure.
- Excellent communication and listening skills, with a clear and empathetic style.
- Strong organisational skills and attention to details, ensuring remedials, parts, and updates are always accurate and on time.
- Reliability and consistency, setting a positive example through your commitment and ownership.
- A collaborative mindset, working closely with colleagues, installers, and managers to deliver successful outcomes.
- Resilience and adaptability in a fast-paces, reactive environment.
- A commitment to delivering outstanding customer service experiences and living our values: Be Real, Be Creative, Be Committed.
As a family business we will provide:
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Competitive salary - Up to £27,000 per annum
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33 days of annual leave (including bank holidays)
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Additional annual leave purchase scheme.
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Contributory pension scheme.
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Access to discounts through Perkbox.
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Generous staff discount scheme.
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A supportive and creative team environment where your contributions make an impact.
Come and join us today, if you’re thrive on problem-solving, teamwork, and making sure every installation runs right first time, you'll make a real difference here.
#You’reBetterOffAtHammonds