Job Description

Silentnight

is the UK's most trusted sleep brand, renowned for quality, innovation, and comfort.

We are looking for a

Customer Service Advisor

for a fixed term period of 6 - 9 months. You will be the vital link between our customers, internal teams, and delivery partners. You'll handle a range of customer needs -- from order support to delivery coordination -- with empathy, efficiency, and professionalism. You'll uphold our core values:

Trust

,

Integrity

,

Growth Mindset

,

Team Spirit

,

Positive Energy

, and

Service Excellence

, delivering experiences that reflect the comfort and quality we promise in our products.

Key Responsibilities:

Customer Interaction & Service Excellence

Deliver friendly, knowledgeable service to customers, from retailers to end users, resolving queries and complaints promptly and professionally. Communicate with care and empathy -- especially in situations involving delayed or damaged product deliveries. Handle inbound calls, emails, and live chats to resolve order and delivery queries efficiently, often acting as the customer's liaison with production or logistics teams. Take ownership of complaints, ensuring every customer feels valued, heard, and supported. Provide honest, realistic delivery updates or solutions, and follow through on commitments to maintain

trust

.

Order Management & Industry-Specific Accuracy

Accurately process and update customer orders for beds, mattresses, and accessories across internal systems and customer portals. Manually input bespoke or bulk orders from retailers, ensuring load dates align with production and delivery schedules. Understand product variations (e.g. size, firmness, fabric) and relay accurate information to avoid manufacturing or delivery errors. Maintain strong attention to detail when handling measurements, delivery instructions, and custom requests.

Reporting & Continuous Improvement

Ensure all customer interactions are logged accurately with proper codes to support clear reporting and trend analysis. Update shared tools and trackers with account information to support cross-team visibility and coverage. Escalate issues with carriers or manufacturing teams, highlighting repeat issues and helping to identify process improvements. Embrace feedback and participate in continuous improvement initiatives to refine how we serve customers and manage internal workflows.

Team Collaboration & Flexibility

Flex across customer accounts (e.g. independent retailers, national chains, contracts, online platforms) as business needs evolve. Collaborate with planning, production, and delivery teams to meet customer expectations and support order flow. Share knowledge and contribute to a team culture rooted in

team spirit

, where support, learning, and problem-solving are shared. Support cover during team absences or high-demand periods, always maintaining a service-first mindset.

Industry Partner & Carrier Liaison

Communicate proactively with third-party delivery partners and logistics providers to address issues, delays, or customer feedback. Ensure accurate, respectful communication when representing the business to external parties. Log carrier performance issues and escalate them appropriately to maintain high standards of

service excellence

. Build dependable relationships with partners through transparency and accountability.

Commercial Awareness & Business Support

Be aware of product lead times and seasonal fluctuations in demand (e.g. pre-holiday delivery surges), adapting communications accordingly. Offer insights from customer feedback that could improve retention, sales, or operational efficiency -- even though this role is not sales-targeted. Assist with ad hoc internal queries, retailer account support, and portal-related issues that arise from across the business. Take initiative to find accurate information before responding, always delivering with

integrity

and

positive energy

.

What You Bring:

Strong communication skills and a genuine desire to help customers High level of accuracy, particularly in data entry and product detail management Problem-solving mindset and initiative Proficiency in systems like CRM, order tracking, and Microsoft Office tools

Key Behavioural Competencies:

We are seeking a team member who consistently demonstrates the following behaviours:

Customer Commitment

: Demonstrates genuine care for every customer interaction, going above and beyond to deliver a helpful, respectful, and memorable experience. Keeps the brand's reputation and long-standing customer loyalty at the heart of every decision.

Collaboration

: Works effectively with others, supports team goals, and values diverse perspectives. Builds positive relationships across teams and departments.

Adaptability

: Responds positively to change and is flexible in approach. Remains calm under pressure and adjusts priorities when needed.

Integrity and Ethics

: Acts with honesty, transparency, and respect. Maintains confidentiality and adheres to company policies and ethical standards.

Ownership and Accountability

: Takes personal responsibility for resolving issues, following through on commitments, and learning from experience. Owns their performance and contributes to team goals with pride.

Goal Orientation and Results-Driven:

Focuses on setting, pursuing, and achieving measurable targets and outcomes. Demonstrates determination, resilience, and a proactive mindset to reach individual and team goals while maintaining high standards. Embraces challenges as opportunities for growth and consistently works towards exceeding expectations.

Our Core Values in Action:

Trust:

Keep your word, follow through, and earn confidence from customers and colleagues.

Integrity:

Always act in the best interest of the customer and business, even when no one's watching.

Growth Mindset:

Welcome change, seek feedback, and look for opportunities to improve.

Team Spirit:

Pitch in, collaborate, and support others -- we win together.

Positive Energy:

Bring kindness, enthusiasm, and encouragement into every customer and team interaction.

Service Excellence:

Aim for high-quality, efficient, and memorable service in every task.

What you'll get:

23 days holiday plus bank holidays Free parking On site canteen Staff discount on Silentnight products Enhanced family friendly leave Employee Assistance Programme Volunteering leave
Silentnight is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Fixed term contract
Contract length: 6-9 months

Pay: From 25,000.00 per year

Benefits:

Canteen Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Life insurance On-site parking Referral programme Sick pay
Ability to commute/relocate:

Barnoldswick BB18: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 08/08/2025