UK Brands Commercial - Customer Service Advisor

JOB TITLE – D2C Customer Experience AdvisorREPORTS 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).