About us
"WE LOVE BATHROOMS"…at Coram we are passionate about our products our people, and passionate about providing a high level of service to our customers. We offer a range of benefits to make Coram a great place to work.
Established in 1957 as an extension of its Dutch parent to support the bathroom industry, Coram UK are proud to have a culture of being quality focused and environmentally responsible to all its stakeholders, bringing together market leading in-house designed products, with our two primary brands, Impey Showers and Coram Showers.
At Coram everyone's welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself, with our Company culture being driven by our values of excellent customer service, professional expertise, strong family values and entrepreneurship at the heart of everything we do.
You will be working within a busy fast paced environment where you are responsible for liaising with Customers and Internal Stakeholders to process customer requirements and manage all queries in a timely manner, ensuring process is followed by acting with integrity and adopting a professional manner and proactive approach to achieve results.
You will have a positive outlook with a flair for resolving issues, as well as possessing a natural ability to hold conversations. The successful candidate will be highly motivated, self-disciplined and adaptable. You will have excellent organisational skills, work well under pressure and be confident communicating at all levels.
Main responsibilities include:
* To ensure that the customer journey is positive and productive for both our customers and the business.
* Liaise with Customers, offering the best service to ensure that our Customer Survey targets are achieved.
* Process all orders with 98% accuracy to expedite delivery.
* Log and resolve Customer enquiries, complaints and compliments within prescribed timescales to maintain customer confidence, by actively finding solutions and managing complaints to ensure the highest priority is placed on identifying and satisfying customer needs within department guidelines.
* Monitor progress of delegated or escalated problems / complaints keeping the customer informed.
* Actively manage current accounts.
* Assist and respond to all contact received via telephone, letter, email & sales referrals within a timely manner.
* Collaborate with key stakeholders internally to become aligned to provide a strong support network for customers and enhance customer experience.
* Process returns and track through to completion.
* Support with managing regional customer accounts, and build professional working relationships to ensure generation of future sales.
* Make outbound calls to small spend and lapsed customers.
* Use PHOCAS CRM software to update and maintain customer details and activity.
* Housekeeping of customer records to maintain quality databases.
* Engage the customer in conversation about new projects, offer synergistic products and explain options on alternative products.
* Demonstrate a comprehensive knowledge of company websites and product range.
* Achieve defined individual SLA's in Customer Service.
* Recognise and highlight recurring consumer and product issues to management.
* Thorough understanding of refund/returns policy and procedures.
* Carry out other such activities in accordance with the company's outlook including usage of company software, maintaining accurate record of sales opportunities in accordance with company policy.
* Work within the Company's rules as set out in the contract of employment and company policies, including adherence to the ISO9001:2015 and ISO14001:2015 accredited procedures where appropriate.
* Recognise personal responsibility for Health and Safety within the working environment.
The successful candidate will require the following:
* A great attitude, good work ethic and a passion to develop excellent people skills are key for this role.
* Outstanding communication skills.
* Super organised and can multitask under pressure.
* A passion for customer service with the ability to build strong customer relations.
* An active listener with high attention to detail.
* A focus on taking ownership and responsibility to resolve issues and help customers.
* Work well in a team as well as on your own initiative.
* PC skills including Excel, Word and Microsoft applications.
* Comfortable and confident speaking to customers and colleagues on the telephone.
* Previous customer service experience, ideally within a sales office / contact centre environment is preferred but not essential as full training is provided.
* Familiarity with CRM systems & practices preferred but not essential as full training is provided.
Job Type: Full-time
Pay: £25,603.50 per year
Benefits:
* Additional leave
* Bereavement leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Health & wellbeing programme
* Life insurance
* On-site parking
* Sick pay
Ability to commute/relocate:
* TA199EA: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 1 year (preferred)
* Microsoft Office: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Application deadline: 10/10/2025