Haier Europe
Customer Experience Advisor
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About Us
Here at Haier Europe (Candy, Hoover, Haier) our ambition is simple; to be the number one Domestic Appliance and Smart Home business in the UK and Ireland.
About the Role
As we grow our business, we are now looking for a new Customer Experience Advisor to support our growth across our Direct to Consumer (D2C) operation. As Customer Experience Advisor, you’ll play a key role in delivering a premium, 5-star service, across all customer interactions. Acting as the first point of contact, you’ll manage a range of enquiries including product queries, order amendments, and complaints, ensuring each is handled with professionalism, efficiency, and empathy. You’ll take ownership of customer issues from initial contact through to resolution, providing clear communication and timely outcomes that meet both customer expectations and business standards. Through your proactive approach and commitment to excellence, you’ll contribute to high levels of customer satisfaction, strengthen brand loyalty, and support a positive end-to-end customer journey.
Key Responsibilities
- Manage Enquiries: Handle a variety of customer interactions including product queries, order amendments, and complaints.
- Customer Support: Ensure each query is managed with professionalism, efficiency, and empathy.
- Issue Resolution: Take ownership from initial contact through to resolution.
- Communication: Provide clear and timely communication.
- Customer Satisfaction: Contribute to high levels of customer satisfaction and brand loyalty.
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Requirements
- Experience in a Customer Service role, ideally gained from working in an Ecommerce customer service environment or within a contact centre or high-volume customer support role.
- Strong Communication Skills: With a problem-solving mindset and strong attention to detail.
- Ability to Work in a Fast-Paced Environment: And manage multiple tasks.
- IT Proficiency: Proficiency in IT systems and Microsoft Office.
- CRM Experience: Experience using CRM systems (e.g. Salesforce, Zendesk, Freshdesk) or similar case management tools.
Benefits
- Salary DOE
- Pension Contribution
- Life Cover
- 25 Days Holiday (+ statutory bank holidays)
- Employee Assistance Program
- Training support schemes to aid your development
- Brilliant discounts on our products and access to Reward Gateway which offers a wide range of retailer discounts
Location and Working Arrangements
- Location: Based at our Birchwood Park office (WA3 6XG).
- Working Arrangement: Hybrid working available (3 days office/2 days home).
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Why Join Us?
- Ownership and Accountability: A role that offers true ownership and accountability.
- Brand Strength: With the strength of our brands behind you.
- Performance Culture: A culture of high-performance that motivates you.
- Career Growth: The freedom to drive your career your way.
Our Commitment
Our commitment to diversity and inclusion helps ensure the ideas, perspectives and experiences of all colleagues supports a culture of learning and attracts world-class talent. We welcome applications from all sections of the community and candidates will be equally assessed and selected based on objective criteria.
Apply Now
In your hands, our three superbrands – Candy, Hoover, Haier – are the innovative power behind our determination to be the number one home appliance business in the UK & Ireland. And with our shared cultural attitude of Entrepreneurship & Innovation, Zero Distance to the Customer and IoT & Ecosystem Thinking, our people know how to power our future. Our customers deserve the very best, and in your hands, you’ll deliver it. With the strength of the global leader behind you, the freedom to grow your career inspiring you and the performance of our future driving you, in your hands, our business will be better because of you.
Apply now.
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