The Customer Support Specialist will manage and coordinate all aftersales enquiries from end users (homeowners), delivering a seamless and high-quality customer experience. The role is responsible for driving revenue growth through direct-to-consumer (D2C) engagement, maximising margin on every opportunity, and ensuring complete customer satisfaction from enquiry through to order completion.
The role will play a key part in shaping the aftersales and D2C offering, establishing best practices, and driving commercial performance, requiring a proactive and adaptable approach.
What you will be doing:
* Delivering an outstanding customer experience by responding promptly and professionally to all enquiries across phone, email, and web.
* Supporting customers throughout their buying journey, from first contact to final order, ensuring their needs are clearly understood and met.
* Guiding customers confidently through virtual and in‑person appointments, helping them explore products, design options, and solutions that best fit their goals.
* Creating and refine kitchen designs and quotations that are accurate, inspiring, and aligned to customer preferences.
* Processing orders with care and attention to detail, ensuring customers receive a seamless and reliable service.
* Proactively identifying ways to add value for customers through personalised recommendations, upselling, and cross‑selling where appropriate.
* Collaborating closely with internal teams to resolve queries quickly and ensure a smooth, stress‑free experience for every customer.
* Maintaining high standards of compliance to protect customers and uphold company trust.
* Building strong, positive relationships with customers and colleagues, reinforcing our reputation for exceptional service.
* Keeping the aftersales website updated and customer‑friendly, ensuring it supports easy navigation and further sales opportunities.
* Continuously looking for ways to enhance the customer journey and improve how we work.
What We’re Looking For:
We’re interested in people who naturally bring:
* Customer-Centric Communication & Service Excellence
* Commercial & Sales Acumen
* Attention to Detail & Operational Accuracy
* Ability to work in a showroom-based role in Lancing, providing in-person support and guidance to customers.
* Willingness to work within a retail shift pattern, covering 37.5 hours across 5 days on a 7‑day rota.
* Ideally, previous retail or customer-facing experience, demonstrating comfort in a sales-oriented environment.
* Ideally, some knowledge of kitchens or home design, though not essential as full training will be provided.
Benefits:
* Commission Scheme
* 25 days’ holiday, rising with length of service (plus 8 bank holidays)
* SMART Pension Scheme
* Health Cash Plan to claim back every day healthcare costs
* Employee Assistance Programme – wellbeing, legal and emotional support
* Life Assurance - 2× basic salary
* Holiday purchase scheme (up to 6 weeks total leave)
* Bike2Work Scheme
* EV Salary Sacrifice Scheme (after 6 months)
* Employee discount scheme for kitchens, appliances and staff sales