About the company Aqualla specialises in premium bathroom solutions across the UK and Ireland. With consistent and impressive growth over the past decade, the company was acquired in 2021 by FM Mattsson Mora Group. Today, Aqualla boasts a turnover of £16m and a dedicated team of more than 60 employees, with ambitious plans for further expansion. Role Purpose: The CST Product Specialist acts as a key escalation point for Customer Service Team (CST) Advisors, supporting queries that require deeper product knowledge across Aqualla, Adamsez, and Hotbath products. Specific product training will be provided but the role requires a baseline understanding of brassware and bathroom products. Key Responsibilities Customer Product Support Act as the primary escalation point for CST Advisors on complex or technical product queries beyond their scope. Investigate and resolve escalated queries using product knowledge and structured troubleshooting. Provide clear guidance and feedback to CST Advisors to support customer resolution. Identify true technical faults or product issues and escalate these to the Technical R&D Advisor. Ensure all calls and escalations are documented accurately for future reference and learning. Build positive and professional relationships with customers, ensuring a helpful and approachable service experience. Support CST with spare parts identification and queries where required. Knowledge Sharing & Training Maintain own product knowledge at a high standard. Develop, maintain, and continuously improve the internal knowledge base. Support training and coaching to CST Advisors to improve product knowledge and confidence. Proactively identify knowledge gaps within CST. Product Support & Documentation Translate complex product information into clear, user-friendly guidance for CST and customers. Ensure all documentation is accurate, up to date, and aligned with common customer queries. Track and report on the frequency and types of escalated queries. Analyse trends and recurring issues to identify opportunities for improvement. Provide actionable insights to improve customer experience, product usability, and CST efficiency. Communication, Organisation & Professional Standards Communicate clearly and professionally with CST Advisors and internal stakeholders. Maintain strong organisation and prioritisation when handling escalated queries. Demonstrate attention to detail in diagnosing issues and documenting solutions. Take a proactive approach to improving processes, knowledge, and team capability. Customer Services Complete Customer Service Advisor duties as and when required by the Customer Service Manager Values-Based Competencies The Customer Comes First Enables CST Advisors to deliver clear, confident, and helpful support, improving the overall customer experience. I Step Up Takes ownership of escalations, ensuring queries are resolved or appropriately routed while identifying opportunities to prevent repeat issues. We Win Together Collaborates across CST, Sales, Operations, and R&D to share knowledge and improve both product performance and support capability. Application Criteria Min. 2 years in a customer facing role PC- literate (MS office programs, Excel, Word, PowerPoint) Proven technical ability with bathroom or kitchen products Previous plumbing knowledge is preferred but not essential Benefits: cash back medical pension birthday off discounts platform