Beyond Retail, an award-winning online retailer, is seeking a talented Customer Consultant to join their dynamic team! As a key member of their customer service squad, you’ll be the friendly voice on the phone, helping customers create their dream homes with confidence and care. If you’re a people person with a passion for problem-solving and a knack for building relationships, we want to hear from you!
Job Type: Full-time
Salary: £27,976 per year
Firm: Beyond RetailLocation: Remote (UK)
Work Schedule: 40 hours a week, Mondays to Saturdays (flexible hours)
Language: English
Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products to Britain’s homeowners and tradespeople. Over 8 million people visit our websites each year, and we’re on a mission to help create well-designed homes that look great, feel special, and positively impact people’s everyday lives.
We’re almost 15 years old, and in that time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people. Our three websites – Drench, Tap Warehouse and Toasty – are growing from strength to strength, and we’re looking for a Customer Consultant who will help us to continue our growth journey.
Choosing their new bathroom or kitchen is a big and exciting decision for many of our customers. Inevitably, they have questions for us, and increasingly, they prefer to pick up the phone and talk things through. As a Customer Consultant, you’ll be a reassuring, knowledgeable voice for our customers, solving problems and offering advice with confidence and care. Combining a friendly, can-do, focused approach to customer service with genuine empathy, you’ll ensure every customer feels supported and ready to move forward.
Key Responsibilities
- Be a friendly and professional first point of contact for our customers, with a strong focus on answering inbound calls promptly and effectively
- Use a variety of IT systems and communication tools to solve customer queries and complaints as they arise
- Apply top-class organisation and soft skills to deliver a great experience, ensuring customers leave happy and ready to recommend us (most do… check out our Trustpilot reviews!)
- Take ownership of customer calls: listen carefully, offer clear solutions, and provide an excellent over-the-phone experience that builds confidence in our brand
- Monitor and resolve complex customer issues, using initiative to achieve the best possible outcomes. We sell technical, complex products, so a willingness to learn and retain knowledge is essential
- Manage incoming Live Chats, Emails, and Customer Calls, maintaining a balance across channels while prioritising call responsiveness
- Support the Sales team where needed, ensuring customer queries are handled quickly and effectively
- Build relationships across departments to ensure a seamless customer journey between Sales, Warehouse, and Customer Service teams.
- Take responsibility for your own performance, continually developing your product knowledge, call-handling skills, and overall expertise
- Proactively suggest process improvements to enhance service and efficiency
key skills
- Confident and professional telephone manner with a natural ability to reassure and support customers over the phone
- Excellent communication and customer service skills, with a solutions-focused mindset
- A positive, solution-focused attitude and the ability to learn and retain knowledge quickly
- Strong ability to learn and retain detailed knowledge of technical products and processes.
- Exceptional organisational and multi-tasking skills, with the ability to handle multiple customer channels while prioritising calls
- A collaborative, team-first approach, always focused on doing what’s right for the customer.
- High level of initiative, drive, and ownership of customer interactions.
- Strong spoken and written communication skills in English
What we can offer you:
- Flexible working hours — we work 40 hours a week, Mondays to Saturdays (with a day off in lieu), between the hours of 8 am and 6 pm..Generous annual leave
- All the tech you need + remote working budget for setting up your home office
- A fantastic office, or the flexibility to work at home
- A company-wide commitment to learning and development
- A friendly, customer-focused environment built on teamwork, collaboration, ownership, and transparency
- Team and company-wide social events
- No corporate dress code
In a nutshell, we offer:
A one-off allowance of £500 for you to set up your home office
If you would like further information on this position before applying, please get in touch; otherwise, please send in your CV for consideration.