Job Description

Start date - 1st December 2025.
Salary - 25,397 plus the opportunity to earn monthly bonuses of up to 200 depending on performance against set KPIs (the bonus is not guaranteed or contractual)
Hours - Monday to Friday 9.00 - 6.00pm.
We are looking for people who enjoy talking and want to ensure our customers are provided with the highest levels of customer service possible. You don't need any previous experience and may be currently working in retail or hospitality and are looking to take on a new challenge.
You'll already be or will become, with the help of our training, a knowledgeable, and authentic furniture expert, able to find solutions to our customer enquiries by providing an excellent inbound service to complement our customer first focus.
You'll be closely supported by your colleagues within the wider customer centre, and our onsite dedicated trainers and mentors will be on hand, every step of the way, supporting you to achieve high quality outcomes throughout the customer journey.
Whilst we would be happy to receive applications from those who are or have already worked in a contact centre environment this role would also suit those working in hospitality, retail, reception and administration.
Our valued Customer Service Advisor's are the front line of all customer communication on behalf of the company for post-delivery calls. It involves handling general enquires and complaints via incoming calls, and finding a resolution to customer issues. It involves a level of solution selling to the customer. The role will be based in our busy contact centre team and will involve answering around 70 inbound calls daily.
Core Responsibilities

• Dealing with high volumes of calls from customers, helping them find a suitable resolution
• Providing an excellent service to our customers via telephone & email
• Advising customers on care of their OFL products
• Ensuring that all policies & procedures are adhered to when dealing with customers
• Ensuring all communications, both written and oral, are of a high standard and in line with company guidelines
• Taking ownership of customer issues that have been reported/allocated to you, resolving appropriately and following up to maintain customer confidence in the brand
• Where appropriate seeking advice and guidance from line management where cases are out of the ordinary
• Keeping up to date with the company's products, services and policies

Skills and Experience

• Previous experience in a customer service or call centre environment desirable but not essential
• Have demonstrable experience in handling complex and emotional complaints
• High level of accuracy and attention to detail is essential
• Exceptional communication skills, both verbally and written
• Have the ability to remain calm in a busy pressurised environment
• Have the ability to negotiate and sell resolutions to the customer
• Have a professional understanding of what makes first-class customer service vital, as well as flexibility, the ability to multi-task and have good problem-solving skills.
• Good knowledge of Microsoft Word and Excel

Our Benefits

• Possible bonus of up to 200 per month if set KPIs are met (this is not contractual)
• Pension: 4% employee contribution matched by the company.
• Life assurance: free cover of a minimum of two times salary up to the age of 65.
• Holidays: 28 days statutory holiday per year, pro-rate if part-time.
• Birthday: an additional day off for you to celebrate your birthday.
• Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation.
• Continued development to grow skills and support future internal career advancement.
• Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services.
• My Rewards Programme: offering discounts on everything from restaurants and supermarkets to entertainment and holidays.
• Free on-site parking at all locations.

You must be 18 or over to apply as we sell and discuss financed products and orders.

Skills Required