Company Description
We make sofas for life, the old-fashioned way We believe in doing things right, with a team of top-tier craftspeople based right here in the UK. Our Nottinghamshire workshop is at the centre of what we do. It's where we design, prototype, and create sofas to stand the test of time. From time to time, we work with acclaimed interior designers to collaborate on unique designs or team up with like-minded brands to bring distinctive new products to our customers. It all boils down to furniture with feeling, elevated by endless design options to make each piece perfectly personal to you.
Role Description
This is a full-time on-site role for a Customer Service Advisor located in Melbourne, Derbyshire (with weekly visits to our Bilborough Workshop).
We're looking for a detail-loving, calm-under-pressure, people-first person to join our Customer Care team. This role is all about looking after our customers with the same care and attention we give to our furniture. You'll be the friendly voice behind the scenes, making sure everything runs smoothly when it comes to aftercare.
What you'll be doing:
* Managing post-sale queries, including product complaints and general aftercare
* Staying on top of Zendesk tickets — responding to queries and collaborating across departments
* Working with our in-house service team to schedule jobs realistically
* Spotting patterns, flagging recurring issues, and sharing ideas for improvement
* Pulling together key customer care data into a weekly report
What you'll bring:
* Excellent communication skills — clear, friendly and professional
* Calm decision-making and a proactive approach to problem-solving
* A knack for admin, Microsoft Office, and general system know-how
* Composure under pressure — you're the steady hand when things get busy