UK Brands Commercial - Customer Service Advisor

JOB TITLE - D2C Customer Experience Advisor
REPORTS TO - UK Customer Service Assistant Manager
LOCATION - Loughborough
DEPARTMENT - Customer Service

Role Purpose:
As a D2C Customer Experience Advisor, you are the vital connection between our 7 brands and our design-conscious customers.
Specialising in home interiors you will guide homeowners through their design journeys-from handling sample requests to providing technical advice and general customer service questions.Owning the end-to-end customer cycle over the phones and digital channels, ensuring every interaction feels as premium as our products while upholding our 24-hour service-level agreement (SLA).

Core Responsibilities:

• As a D2C Customer Experience Advisor, you will deliver an upscale, warm, and highly personalized service across both telephone and written channels, ensuring every touchpoint feels bespoke.
• You will provide expert technical guidance by confidently advising on pattern repeats and stock availability.
• When clients seek design inspiration, you will comfortably deliver consultative support, offering tailored styling options and product recommendations to elevate their interior journey.
• Manage your daily pipeline effectively to ensure all customer inquiries are met and collaborating closely with logistics to arrange collections and process replacements.
• This role requires excellent time management, can do attitude and the ability to think of your feet to proactively drive first-contact resolutions and deliver high quality customer experience.

Required Skills:

• Skilled in managing high-volume professional emails, live chat, and multi-line telephone systems.
• Problem-solving skills to resolve customer inquiries efficiently during the initial touchpoint.
• Ability to learn and confidently advise on technical specifications & delivering design inspiration, offering tailored styling options, and making product recommendations.
• Basic computer skills (e.g., emailing, basic data entry, and multi-window web browsing).