About Filter Flair
At Filter Flair, we help people take control of their health — starting with the water they drink.
We're a growing water filtration business based in Salford, supplying premium products to homes, hospitality, and trade customers across the UK and beyond. We believe great service is just as important as great products — and we're looking for someone proactive, empathetic, and improvement-minded to lead our customer service function.
About the Role
This is a step-up opportunity for someone with 1–2 years' experience in customer service, admin, or a support role — who's ready to take on more ownership, influence customer experience, and grow with the business.
You'll be the first point of contact for customers across email, phone, live chat, and at our trade counter. You'll help solve problems, answer product questions, and improve the systems we use to support customers. This is a chance to shape a small but growing function and build something genuinely great.
Key Responsibilities
Customer Service & Support
* Respond to customer enquiries via email, phone, and live chat
* Troubleshoot product or installation issues and guide customers to the right solution
* Help customers with returns, warranty claims, or delivery problems
* Welcome and assist trade customers who visit our unit to collect orders (occasional)
Product Guidance & Service Enablement
* Understand customer requirements and recommend suitable filters, taps, or accessories
* Confidently explain differences between product options (we'll train you)
* Maintain and improve our help guides, FAQ pages, and email templates
* Contribute to our AI-powered customer service agent and help train it over time
* Monitor review platforms (Trustpilot, Amazon) and respond constructively
Internal Process & Operations
* Support fulfilment and purchasing teams by keeping customers updated
* Spot recurring issues or customer pain points and suggest improvements
* Help refine our returns process, including reasons for return tracking
* Support wider projects in marketing, sales, and operations where needed
Who This Role is For
You have:
* 1–2 years' experience in customer support, admin, or service roles
* Strong written and verbal communication skills
* A calm, helpful approach to troubleshooting customer issues
* Interest in learning technical product knowledge (we'll support this)
* A proactive mindset when it comes to solving problems and suggesting improvements
* Experience using online tools (email platforms, spreadsheets, CRMs, etc.)
Experience in e-commerce, health products, or technical customer service is a plus — but not required.
Salary & Hours
Base Salary: £25,500 – £27,500
Quarterly Bonus: Up to 5% of salary annually, based on personal and company performance
– Brings total On-Target Earnings (OTE) to £26,775–£28,875 per year
Schedule: Monday to Friday, 8:30am–5:15pm
– 45 minute lunch break
1 x Saturday per month: 10am–1pm (Weekday hours adjusted to maintain a 40-hour week)
What We Offer
Career Growth & Development
£200 annual learning budget for courses, books, or certifications
Monthly Learning Friday afternoons
Quarterly career development check-ins
Cross-training across marketing, operations, and product
Innovation Time – 1 hour/week for your own improvement ideas
One relevant industry event or conference per year
Work-Life Balance & Culture
28 days holiday (incl. bank holidays)
Your birthday off (paid)
2 additional wellbeing days per year
Cycle to Work Scheme
Pet-friendly office
Quarterly team lunch to celebrate progress
Monthly "Improvement Award" – £50 voucher for best internal suggestion
Everyday Perks
Free snacks and fresh fruit
Premium coffee setup
Filtered water on tap
Job Type: Full-time
Pay: £25,400.00-£28,875.00 per year
Benefits:
* Casual dress
* Company pension
* On-site parking
Application question(s):
* What attracts you to this role at Filter Flair, and why now?
* Tell us about a time you handled a difficult customer. What was the situation, and how did you resolve it?
* What's one process improvement or automation you've suggested or implemented in a previous role?
Work Location: In person