Overview
Join to apply for the Customer Service Advisor - call centre role at Oak Furnitureland.
Start date: 20th October 2025. Salary: £25,397 plus the opportunity to earn monthly bonuses of up to £200 depending on performance against set KPIs (the bonus is not guaranteed or contractual). Hours: Monday to Friday 9.00am – 6.00pm.
We are looking for people who enjoy talking and want to ensure our customers are provided with the highest levels of customer service. You don’t need any previous experience and may be currently working in retail or hospitality and are looking to take on a new challenge. You’ll be or will become, with the help of our training, a knowledgeable and authentic furniture expert, able to find solutions to customer enquiries by providing an excellent inbound service to complement our customer first focus. You’ll be closely supported by your colleagues within the wider customer centre, and our onsite dedicated trainers and mentors will be on hand to support you to achieve high quality outcomes throughout the customer journey.
Whilst we would be happy to receive applications from those who are or have already worked in a contact centre environment, this role would also suit those working in hospitality, retail, reception and administration. Our valued Customer Service Advisors are the front line of all customer communication on behalf of the company for post-delivery calls, handling general enquiries and complaints via incoming calls, and finding resolutions to customer issues. The role is based in our busy contact centre team and will involve answering around 70 inbound calls daily.
Responsibilities
* Dealing with high volumes of calls from customers, helping them find a suitable resolution
* Providing an excellent service to our customers via telephone and email
* Advising customers on care of their OFL products
* Ensuring that all policies and procedures are adhered to when dealing with customers
* Ensuring all communications, both written and oral, are of a high standard and in line with company guidelines
* Taking ownership of customer issues that have been reported or allocated to you, resolving appropriately and following up to maintain customer confidence in the brand
* Where appropriate seeking advice and guidance from line management where cases are out of the ordinary
* Keeping up to date with the company’s products, services and policies
Skills and Experience
* Previous experience in a customer service or call centre environment desirable but not essential
* Demonstrable experience in handling complex and emotional complaints
* High level of accuracy and attention to detail
* Exceptional communication skills, both verbally and in writing
* Ability to remain calm in a busy, pressurised environment
* Ability to negotiate and sell resolutions to the customer
* Professional understanding of what makes first-class customer service vital, with flexibility, the ability to multi-task and good problem-solving skills
* Good knowledge of Microsoft Word and Excel
Our Benefits
* Possible bonus of up to £200 per month if set KPIs are met (not contractual)
* Pension: 4% employee contribution matched by the company
* Life assurance: free cover of a minimum of two times salary up to age 65
* Holidays: 28 days statutory holiday per year, pro-rata if part-time
* Birthday: an additional day off to celebrate your birthday
* Employee discount: discounts on Oak Furnitureland products after successful completion of probation
* Continued development to grow skills and support future internal career advancement
* Employee Assistance Programme: access to telephone and face-to-face counselling
* My Rewards Programme: discounts on restaurants, supermarkets, entertainment and holidays
* Free on-site parking at all locations
You must be 18 or over to apply as we sell and discuss financed products and orders.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Furniture and Home Furnishings Manufacturing
#J-18808-Ljbffr