Salary: £25,400 per annum
Role type: Permanent, Full Time
Location: Stoke-on-Trent, On-site
Reporting to: Customer Service Manager
About The Role
As the first point of contact for our customers, you’ll provide warm, professional support across phone, email, and live chat—helping people feel heard, understood, and confident that their issue is in safe hands. This role is about building trust, solving problems thoughtfully, and making every interaction a positive experience.
Shift Patterns
* Monday to Friday: Shifts between 8:00 AM - 7:00 PM (flexible hours within this range)
* Saturdays: 1 Saturday in 3, from 9:00 AM - 5:00 PM
Responsibilities
* Supporting customers: deliver friendly, clear, and empathetic support across phone, email, and chat.
* Resolving issues: handle queries and complaints with care and confidence, always aiming for the best outcome.
* Building knowledge: develop a strong understanding of our products and services so you can guide customers effectively.
* Managing orders: assist with orders, returns, and exchanges smoothly and efficiently.
* Keeping records accurate: maintain up-to-date customer information to ensure a seamless experience.
* Working together: collaborate with teammates and other departments to solve problems and improve service.
* Listening & improving: capture customer feedback and help identify ways we can do better.
* Delivering quality: meet response times and service standards while maintaining a high level of care and professionalism.
Qualifications / What we’re looking for
* 12–18 months in a customer‑facing role (or similar transferable experience).
* People‑focused mindset: genuinely enjoy helping others and creating positive experiences.
* Confident & proactive: comfortable taking initiative and finding solutions.
* Organised & detail‑oriented: take pride in getting tasks right and seeing them through.
* Adaptable multitasker: able to switch between systems and communication channels with ease.
* Strong communicator: clear, thoughtful, and professional in both written and verbal communication.
* Empathetic & approachable: build rapport easily and handle sensitive situations with care.
* Resilient: stay calm and focused even when things get busy or challenging.
* Collaborative: value teamwork and support those around you.
* Comfortable with technology: confident using systems and open to learning new tools.
* Positive & growth‑oriented: bring a can‑do attitude and an openness to learning and improving.
Benefits
* 25 days holiday plus bank holidays and birthday.
Equal Opportunity Employer
At Hometree, we are committed to creating an inclusive and representative environment. We promise to give you the same opportunities as everyone else and we won’t discriminate at any point in the hiring process or the working day.
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