Customer Service Advisor

About Towelrads

At Towelrads, we’re passionate about making heating both practical and stylish. Offering a fantastic range of towel rails and radiators, we combine quality products with great value and friendly customer service to help customers create warm, comfortable and great-looking spaces.

Role Purpose

To deliver an outstanding customer experience by managing customer enquiries, orders, deliveries, and complaints through multiple communication channels. The Customer Service Advisor will act as the primary point of contact for customers, ensuring issues are resolved efficiently while maintaining the high standards of service expected at Towelrads.

Key Responsibilities

Customer Enquiries

• Handle incoming and outgoing customer calls professionally and efficiently.
• Respond to customer emails within agreed service levels.
• Provide customers with accurate product, pricing, stock and order information.
• Build positive customer relationships and deliver excellent service at every interaction.

Order Management

• Process customer orders accurately and efficiently.
• Manage order amendments, cancellations and returns.
• Ensure customer records and order details are accurate and kept up to date.
• Liaise with internal departments to ensure smooth and timely order fulfilment.

Deliveries & Logistics

• Monitor and track customer deliveries.
• Investigate and resolve delivery issues, including delays, shortages and damaged items.
• Liaise with couriers, suppliers and warehouse teams to resolve issues and provide timely updates.
• Keep customers informed throughout the delivery process.

Administration & Reporting

• Maintain accurate records of customer interactions, queries and case notes.
• Update CRM and internal systems with relevant and accurate information.
• Complete administrative tasks relating to orders, deliveries and customer enquiries.
• Support reporting requirements and the monitoring of service performance.

Essential Skills & Experience

• Previous experience in a customer service role.
• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and complaint resolution skills.
• Excellent attention to detail and accuracy.
• Confident using Microsoft Office applications and customer management systems.

Personal Attributes

• Customer-focused and passionate about delivering excellent service.
• Positive, professional and approachable.
• Resilient under pressure and confident when managing challenging situations.
• Strong organisational skills with the ability to prioritise workload effectively.
• A collaborative team player who supports colleagues and contributes to the wider team's success.
• Proactive, adaptable and solution-focused.

What Success Looks Like

• Customers receive prompt, professional and effective support.
• Orders are processed and managed accurately and efficiently.
• Delivery issues and complaints are resolved quickly, effectively and with minimal effort required from the customer.
• Positive customer feedback and strong customer satisfaction levels are achieved.
• A positive contribution is made to a collaborative, supportive and high-performing Customer Solutions team.

About the role

Department: Customer Solutions
Reports To: Customer Solutions Team Leader
Location: Bracknell - this is a fully office based role no hybrid working

Job Type: Full-time

Pay: £24,800.00-£26,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site gym
• On-site parking
• Sick pay

Experience:

• Customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person