Wren Kitchens
Customer Service Advisor
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About The Role
We’re looking for a Customer Service Advisor to join our team at The Nest in Barton-upon-Humber!
You’ll play a key role in supporting our customers throughout their journey with Wren. Working across a variety of customer service functions, you'll handle enquiries through multiple channels, take ownership of cases and work collaboratively with internal teams to deliver positive outcomes and exceptional customer service.
You will be a trusted point of contact: ensuring every interaction is handled professionally, efficiently and with care.
This role offers 40 hours per week with a basic salary of £27,308 plus up to £2,000 yearly bonus.
What Wren offer:
- Life Assurance after 2 years’ service
- Access to Benenden health and discount platform after 1 year of continuous service
- Personalised progression plan with clear career opportunities
- Individual training budget for personal development
- Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
- Eye Care Vouchers
- Refer a Friend Scheme
- Free onsite gym
Main Responsibilities:
- Handle customer enquiries across multiple communication channels, including phone, email and online systems
- Take ownership of customer cases from first contact through to resolution
- Deliver positive customer outcomes while balancing customer needs and business requirements
- Provide support and guidance to customers throughout different stages of their journey
- Liaise with internal departments, suppliers and stakeholders to ensure timely resolutions
- Maintain accurate and up-to-date customer records and case notes
- Identify opportunities to improve customer experience, processes and ways of working
- Escalate complex issues appropriately while maintaining ownership of the customer experience
- Consistently deliver service in line with company standards and customer expectations
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In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to policies and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS) Responsibilities document.
About You
Desired Skills and Knowledge:
- Passion for delivering outstanding customer service
- Strong problem-solving skills with the ability to take ownership of customer issues
- Excellent communication skills, both written and verbal
- Ability to build rapport and demonstrate empathy when supporting customers
- Strong organisational skills with the ability to prioritise workload effectively
- Comfortable working in a fast-paced environment with changing priorities
- Good IT skills, including Microsoft Office and customer management systems
- Flexible and adaptable approach to different customer service functions
- Reliable with excellent attendance and timekeeping
- Previous customer service experience is desirable but not essential, as full training will be provided
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Applicants for this role who are offered employment will be subject to a basic criminal record check from the Disclosure & Barring Service before the appointment is confirmed. However, a criminal record will not necessarily disqualify a candidate. Each case will be assessed individually, taking into account the nature of the offence and its relevance to the role applied for.
About The Company
At Wren we’re passionate about all things kitchens, and now bedrooms too! We are the largest kitchen retailer in the UK. We’re a business that simply doesn’t stand still!
As well as world class training on our products, systems and sales processes, you’ll enjoy working in an industry-leading workplace for a business that’s twice been voted the UK’s Number 1 Place to Work on Indeed. That’s on top of amazing benefits including uncapped commission and exceptional opportunities to progress your career across our company.
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