Customer Solutions Specialist

Futon Company is a well-known high street brand that specialises in innovative space saving furniture, inspiring textiles, and appealing accessories. Almost everything we sell is designed in house or by designers we know, and all our futon mattresses are made by hand in our London workshop. As experts in small space living, we have 24 stores across the UK, as well as a robust online business.

Role:
We are looking for a dedicated, friendly and service-focused Customer Solutions Specialist to join our team and assist our valued customers with inquiries, orders, and support. You will be the first point of contact for customers, providing exceptional service through phone calls and emails to ensure a positive experience. We pride ourselves on delivering excellent customer service and a seamless shopping experience – if you have the skills to elevate this even further, we’d love to hear from you!

Duties and responsibilities

• Answer inbound calls and respond to customer inquiries in a professional and friendly manner.
• Provide accurate information regarding products, services, policies, and procedures.
• Assist customers with order processing, product troubleshooting, and delivery updates.
• Resolve customer complaints by identifying issues, offering solutions, and ensuring satisfaction.
• Maintain detailed and accurate records of customer interactions and feedback.
• Escalate complex issues to the customer service manager when necessary.
• Liaising with internal departments, colleagues, and stores to provide seamless service.
• Excel in customer satisfaction, prompt call resolution, and consistent productivity.
• Stay up to date with company products, services, and promotions to provide informed responses to customer inquiries.
• Ensure compliance with company policies and procedures while delivering a high standard of service.
• Provide follow-up communication with customers when needed to ensure issue resolution and satisfaction.
• Maintain a positive, can-do mindset to handle customer interactions with enthusiasm and professionalism.

Requirements

• Excellent communication skills – both verbal and written.
• A positive, can-do attitude with a customer-focused mindset.
• Previous experience in customer service; call centre experience is a plus.
• Strong problem-solving abilities and attention to detail.
• Ability to stay calm and professional in high-pressure situations.
• Strong multitasking and time management skills in a fast-paced environment.
• Proficient in using computers and phone systems.
• Comfortable handling a high volume of calls in a fast-paced environment.
• Flexibility to adapt to customer needs and business demands.

Benefits

· A competitive salary, plus company yearly performance bonus (at Director's discretion)

· Excellent staff discount (after qualifying period).

· Pension.

· 28 days holiday per year (inclusive of bank holidays), rising to 33 days after 5 years’ service.

· A supportive, friendly working environment!

Pay: £26,000.00 per year

Benefits:

• Store discount

Experience:

• Customer Service: 2 years (required)

Work Location: In person