Job Description

Office based role but you can work from home on a Friday after passing probation period

Who are we?

Flooring Superstore (Connection Flooring Ltd) is an award-winning flooring retailer. After starting out online back in 2012, we have gone from strength to strength and have grown considerably in size. Flooring Superstore is our main brand selling a wide range of floor types, whilst Direct Wood Flooring and Grass Direct are more specialist brands focused on smooth flooring and artificial grass respectively.

As part of our continued growth, we are looking for a Customer Service Advisor to join our head office team based in Bishop Auckland.

We are Proud!

Award-winning online and offline retailer 300+ members of staff and growing Our own delivery network across the UK, 10 depots and 80+ vehicles Huge room for progression within the business for ambitious and dedicated staff Large store expansion plan 2025 and beyond Great Benefits

About the role

We're looking for a friendly and confident communicator to join our customer service team! In this role, you'll be speaking with customers and fitters over the phone, responding to customer emails, and jumping into Live Chat to offer real-time support. If you have strong written and verbal communication skills and enjoy helping people, we'd love to hear from you!

As this role will be working within our fitting team, ideally you'll have some prior flooring knowledge in fitting but not to worry if not as full training will be provided.

We pride ourselves on offering an excellent level of service, so it's important to be able to empathise with customers and will often need to 'think outside of the box' to find resolutions. You'll identify and assess customers' needs to achieve the highest level of satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication and provide accurate, valid and complete information by using the right methods/tools.

About you

You will bring onboard with you, your already existing communication skills and confident telephone manner. As this is customer service you will also develop good relationships with customers and be empathetic of their situations.

You will also:

Have 1 year of call centre experience Strong organisational skills Rapport building and objection handling skills are essential Be Strong minded and professional with an ability to negotiate and influence confidently at all levels Excellent customer care skills and customer focused attitude Self-motivation with a positive approach to targets A genuine passion for customer service Work well with change

What we will give you

We want you to succeed as best you can, so we will give you all the training and knowledge needed on our products and systems to help reach your potential! Our head office has recently been renovated making it a great space to work in, with lots of facilities for you to use. We are also always wanting to do the best for our staff, which is why we recently reviewed our benefits package, it now includes:

5% Pension Contribution from company Competitive salary at 12.75 per hour Enhanced holidays - 6.2 weeks Flexible working options after passing probation period where you can work from home on a Friday Maternity & Paternity package Company Loyalty Scheme Discounts on major retailers - huge savings to be made! In-house communication and recognition, platform keeping you updated on all the company news 25% discount on our products for friends and family Annual Company Awards Health and Wellbeing Support Opportunities for career progression - over 70% of our managers have been promoted internally Sickness Pay (for qualifying staff) Opportunity to be part of a company who are proud supporter and fundraisers of amazing organisations plus a large number of charities across the UK and who are also actively making changes to become more environmentally friendly and have positive impacts on the planet such as supporting tree planting and ocean clean-up initiatives Free Parking
This role is full time at 37.5 hours a week, benefiting from an

early finish

on a Monday! Your standard working week will be Monday 8.30am - 2pm, Tuesday to Friday 8.30am - 5pm.

Studies have shown that some groups of people are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Flooring Superstore, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

Job Types: Full-time, Permanent

Pay: 12.75 per hour

Benefits:

Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free parking On-site parking
Ability to commute/relocate:

Bishop Auckland DL14 6WA: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have any prior flooring knowledge or experience with fitting? Why do you think you would be a good fit for this role? What do you think makes a good customer service experience? Are you comfortable with the pay rate? Are you comfortable with the shift pattern? Interviews will be held on 30th October and 5th November - will you be available on either of those dates?
Experience:

Customer service: 2 years (preferred) Call Centre: 1 year (preferred)
Work Location: In person