Customer Journey & Conversion

• Support customers in progressing their kitchen project from initial design enquiry through to a purchase-ready design.
• Proactively follow up where appropriate to help customers progress with their project.
• Identify and resolve potential design or product concerns that may prevent or delay a customer from ordering.
• Provide clear recommendations and advice that make the purchasing process as straightforward as possible.
• Balance excellent customer service with an awareness of commercial objectives and sales opportunities.

Product Knowledge & Complete Kitchen Solutions

• Develop and maintain comprehensive knowledge of DIY Kitchens’ ranges, products, specifications and design options.
• Recommend appropriate products and solutions based on the customer’s individual kitchen and requirements.
• Help customers consider the complete kitchen project, including relevant storage solutions, accessories, worktops, sinks, taps, appliances and other complementary products.
• Identify appropriate opportunities to enhance the customer’s design and increase the overall value and functionality of their kitchen.
• Ensure recommendations are genuinely relevant to the customer rather than adopting a purely sales-led approach.

Design Accuracy & Quality

• Ensure kitchen designs and associated information meet required quality and accuracy standards.
• Check designs carefully for potential errors, omissions or practical issues before finalisation.
• Maintain accurate customer and design records across relevant systems.
• Take ownership of the quality of work produced and address any amendments promptly.
• Follow internal processes, design standards and best practice consistently.

Productivity & Performance

• Manage an allocated workload effectively within a fast-paced remote environment.
• Prioritise customer enquiries, new designs, amendments and follow-up activity appropriately.
• Work towards agreed individual and team performance targets.
• Maintain appropriate levels of productivity without compromising design accuracy or the customer experience.
• Use feedback and performance information positively to continuously improve.

Teamwork & Continuous Improvement

• Work collaboratively with colleagues across Design, Customer Service and other relevant departments to resolve customer queries and deliver a seamless experience.
• Share product knowledge, customer feedback and design best practice with colleagues.
• Highlight recurring customer issues, design challenges or opportunities to improve the design journey.
• Provide constructive feedback on planning tools, systems and processes where improvements could benefit customers or colleagues.
• Support changes and improvements to the DIY Kitchens design service as it continues to develop.

Skills & Experience

Essential

• Previous kitchen design experience within the kitchen industry.
• Strong understanding of kitchen layouts, products and practical design considerations.
• Experience using kitchen design or 3D planning software.
• Previous experience providing customer service and advice.
• Strong IT skills with the ability to confidently navigate multiple systems and applications.
• Excellent attention to detail and a strong focus on accuracy.
• Strong verbal and written communication skills.
• Ability to understand customer requirements and translate these into practical design solutions.
• Excellent organisation and time management skills.
• Ability to manage multiple customer projects and priorities effectively.
• Comfortable working independently within a remote environment while remaining an active member of the wider team.

Desirable

• Experience designing kitchens within an online, retail or remote design environment.
• Experience working within a commercially focused kitchen sales or design role.
• Understanding of complementary kitchen products including worktops, appliances, sinks, taps, storage and accessories.
• Experience working to productivity, customer satisfaction or conversion targets.
• Experience supporting customers throughout the full kitchen buying journey.

Personal Attributes

• Customer focused, with a genuine desire to help customers create the right kitchen for their needs.
• Design and detail orientated, with pride in producing accurate, high-quality work.
• Commercially aware, with the ability to recognise appropriate opportunities to enhance a customer’s project.
• Confident communicator, able to explain design and product information clearly and simply.
• Organised and self-motivated, with the discipline required to work successfully from home.
• Calm under pressure and comfortable working within a busy, fast-paced environment.
• Solutions focused, with a practical approach to resolving design challenges.
• Collaborative, despite working remotely, and willing to support colleagues and share knowledge.
• Positive and adaptable, with a willingness to learn new products, systems and ways of working.