Customer Services Representative

1, Amalgamated Drive, Unit 1, Amalgamated Drive, Brentford, Middlesex, TW8 9EZ, United Kingdom
05/01/2023 14:40:03
Odoo CMS - a big picture

About Us

Making Home Life Better

The HomesByDesign Group has recently been formed to build on the growing success of its established and primary subsidiary BathroomsByDesign. Our mission is to improve people’s homes, health and wellbeing with beautiful, affordable and expertly designed solutions for the home.

A technology led retail business, the ByDesign concept of using our proprietary KADware® (Knowledge Aided Design) Software and Plan2Design Virtual Reality App to serve customers in a totally unique and streamlined way sets us apart from our competitors in the market. It gives us the springboard to constantly look to improve how we operate and how we can continue to deliver a unique, immersive and effortless customer experience with our Software and VR App central to this experience.

Whilst we are currently a retail organisation, our tech infrastructure will enable us to expand into new sectors and markets internationally with the same mission firmly in place. Our hope is that one day everyone in the world will have a place they can proudly call home. Everything we do now and in the future will be underpinned by this.

About You

Someone who is excited by joining a small but rapidly expanding Company, you will thrive under pressure to do what needs to be done to deliver consistent Customer Service Excellence. You will be confident on the phone and in person to help provide solutions for customers and rapid answers to any queries. You will be able to build rapport for lasting customer relationships. 

You will be tech savvy and have a good understanding of CRM systems and managing your emails. You may have experience in a similar role but if not, you will have the tenacity to do your homework to pick up the requirements of the role in lightning quick time and develop your own technical knowledge in addition to the training you will receive.   

But most importantly you will be a people person, a team player and someone motivated to be the best you can possibly be.

The Role

Location: Brentford (Find Us)

Salary: £25k per annum plus uncapped profit share bonuses

Job type: Permanent / Full-time 

Leave Allowance: 22 days rising to 25 based on length of service


- Deal directly with customers face to face, via phone, email and CRM

- Respond promptly to all customer inquiries and provide rapid solutions

- Handle and professionally resolve customer queiries and issues

- Obtain and evaluate all relevant information to handle inquiries and add to the CRM

- Process small top up orders, forms, applications and request

- Direct requests and unresolved issues to the designated resource

- Build relevant product knowledge personally and across the team

- Keep accurate records of customer interactions and transactions

- Record details of inquiries, comments, complaints and actions taken

- Communicate and coordinate with internal departments

- Engage with customers to drive traffic and reviews on social media

- Work in partnership with Sales and Ops Teams to support  implementation of  a continuous improvement programme

- Build positive reputation of the Company through exceptional customer service

Company Benefits:

- Quarterly and annual bonuses

- EMI Share Scheme

- Pension Scheme

- Perkbox

- Simply Health Plan

- Gym Membership or fitness credits

- Flexi-working

- Coffee Tea Fruit & Nuts

- Bar & Beer Fridge, Pool Table, X-Box, Cinema Screen at HQ


- 3 years of Customer Service or equivalent experience

- Excellent communication, relationship and people skills 

- Versatile, accountable and responsive to deal with changing needs of the business and customers

- Positive outlook, able to tackle issues in a constructive, proactive and professional manner

- Proven track record of applying problem solving techniques and identifying and implementing remedial actions

- Self-awareness, high emotional intelligence

- Customer-centric, excellence in customer service and passionate about enhancing overall customer experience

- IT proficient, able to leverage technology to improve and integrate end to end processes

- Collation of data and reporting experience

- Technical and industry experience preferable

- Collaborative approach with ability to work with teams across all business functions

Ready to Apply?

Click on the link below to apply for this role, upload your CV and cover letter/note. Please include an explanation of why your experience is specifically relevant to this role at HomesByDesign, how you will succeed and why you think your next career move should be to join our team.