Job Description

Customer Service Executive - Online Orders & Trade Support

27,000 basic + 35,000-40,000 OTE | Uncapped Earnings | Flexible Hours | Midlands

Factory Direct Flooring

, one of the UK's largest and most respected online flooring retailers, is looking for two friendly, customer-focused people to join our growing team.

This is a

pure customer service role

--focused on guiding customers, offering support, and helping people feel confident in the decisions they make. You'll play an important part in ensuring our customers receive an exceptional experience from the moment they order a sample to the moment they choose their flooring.

If you enjoy helping people, building rapport, and solving problems with care and attention, this will be a perfect fit.

Supporting Online Customers

Contacting customers who've ordered samples online Providing product information and helpful guidance Following up on enquiries and helping customers move towards completing their order Ensuring every customer feels looked after throughout their journey

Supporting Trade & Repeat Customers

Acting as the main point of contact for existing trade customers Assisting with queries, delivery updates, and product recommendations Identifying new trade customers who order online and offering excellent support Building genuine, ongoing relationships through great service

Why This Role Stands Out

27,000 basic + realistic 35-40k OTE

Uncapped commission based on customer outcomes and successful conversions

A friendly, supportive team environment Flexible hours available (earlier finishes, later starts, part-time options considered) Clear development opportunities as the business continues to expand

Where You'll Work

First 3 months:

On-site in Lutterworth

for training and onboarding After this period, you'll transition to

Factory Direct Flooring's main head office

Who We're Looking For

Ideal backgrounds may include:
? Customer service
? Call centre experience (e.g. Next, Very, Argos, etc.)
? Retail support roles
? Hospitality or front-of-house
? Administrative or service coordination roles

Great candidates will be:

Confident communicators Warm, friendly, and patient Able to build rapport quickly Organised and proactive Comfortable supporting customers through to final decisions
Local applicants from

Lutterworth, Hinckley, Nuneaton, Rugby, Coventry, Leicester

, and surrounding areas are preferred.

Ready to Join a Leading UK Retailer?

If you enjoy helping customers, giving great service, and supporting them through to choosing the right products, this role offers a great environment and strong earning potential.

Apply today and start your journey with Factory Direct Flooring.

Job Types: Full-time, Part-time

Pay: 24,420.00-35,878.75 per year

Expected hours: 20 - 40 per week

Benefits:

Flexitime Store discount
Work Location: In person