Why Join Nôsa? We’re a fast-growing ecommerce business in home improvement and interiors, with strong values rooted in care, teamwork, and a customer-first mindset. We’ll support your growth, value your ideas, and offer a dynamic environment where your skills will make a daily impact. About Us nosa.co.uk is a fast-growing online luxury bathroom retailer known for exceptional customer service, premium brands, and beautifully designed spaces. With the opening of our first showroom in Harrogate, we’re expanding our reach and inviting customers to experience our products in person. We’re passionate about delivering luxury with a personal touch — and we're looking for someone who shares that vision. Requirements Key Responsibilities Client Engagement & Service Handle high volumes of inbound customer communication (calls, emails, web enquiries), resolving orders, complaints, and general queries with professionalism and empathy. Log all customer interactions in our CRM system to ensure accurate tracking and timely issue resolution. Liaise with internal teams such as warehouse, logistics, and purchasing to ensure seamless fulfilment and communication. Identify and escalate recurring issues or process inefficiencies, contributing to service improvements. Sales & Account Development Conduct outbound calls to follow up on enquiries, confirm deliveries, gather feedback, and promote relevant products. Present, promote, and sell products using expert product knowledge and persuasive communication. Prepare tailored quotes and proposals to convert leads into sales. Proactively prospect new customers through calls, email, and digital channels. Manage and nurture existing accounts to increase customer lifetime value and drive repeat business. Product Expertise Maintain an in-depth understanding of Nosa’s product range, staying up-to-date with new launches, trends, and innovations in the luxury bathroom space. Provide consultative product recommendations based on individual customer needs and preferences. Educate customers on product features, usage, pricing, and availability. Performance & Reporting Track and report on customer feedback, sales activity, and trends to inform strategy. Contribute to team targets by meeting or exceeding KPIs across service response, sales, and customer satisfaction. Essential Skills & Experience Proven experience in customer service and/or sales, ideally within ecommerce, DTC, or the bathroom/building materials industry. Strong interpersonal skills with the ability to build rapport and trust across a range of customer types. Exceptional verbal and written communication, with confident telephone manner. Sales-driven mindset with a consultative approach to identifying and meeting customer needs. Highly organised with strong attention to detail and the ability to manage multiple tasks efficiently. Tech-savvy and quick to learn new platforms, including CRM and ecommerce systems. Comfortable working independently and as part of a collaborative, target-driven team. Preferred Experience Experience in the bathroom, construction, or building materials industry is a strong plus. Benefits What We Offer: Staff discount on luxury bathroom products Staff discounts on the Leader product range Ongoing training and professional development Be part of a high-growth, customer-first team 22 days holiday per year, together with bank holidays, and a scheme to enable employees to purchase an additional 3 days holiday from the Company, or sell back 2 days of holiday to the Company; Length of Service holiday awards: 1 extra day for every 3 years service; Salary sacrifice pension scheme with employer contributions of 3% in line with current statutory requirements; Salary sacrifice Cycle-to-work scheme Subsidised gym membership Employee Assistance Programme, Access to Wellbeing Advice & Counselling Employee Referral Bonus £26,000 basic plus uncapped commission structure OTE £30,000 - £35,000