Customer Service Specialist

Job Details
  • Location: Support Office, LE19 1SU
  • Type of Role: Full - Time
  • Hours: 37.5 hours per week, Monday - Friday
  • Salary: £18,270 basic plus benefits and bonus

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Who we are

Big things are happening at Topps Tiles. As Britain’s largest specialist tile retailer, selling only the very best quality on-trend products, £1 of every £3 spent in the UK domestic tile market is spent with us. We’ve just opened our 350th store and hit record sales of £215m. And we’re as big on career opportunities as we are on outstanding service and great value. After all, it’s brilliant, friendly, knowledgeable people that make us special. Right now we’re on a journey of exciting growth, as we build on seven consecutive years of success – there’s never been a better time to join the Topps Tiles family.

The Role

You will be the first point of contact for customers who interact with us by phone, email or through our telephone payment system. You will assist our store teams where required and have a personal drive to offer brilliant support in all instances. You will work with the team to provide constructive feedback on areas of the business that you feel are causing friction in the customer experience, with the desire to continually make improvements that enhance the customer journey. You will be aware of situations that may escalate into further complaints and have a solution-based mindset that means these are resolved in a fast, friendly and fair manner where ever possible.

Key Responsibilities


To offer enthusiastic, friendly and positive support to enquiries made by phone, email or through our telephone payments system
To aim to resolve situations that may lead to escalated complaints in a fast, friendly and fair manner, working alongside the Customer Support Manager, Store or ASM where appropriate. Where these cannot be resolved, you should complete an effective handover of the case to the Customer Support Manager.
To be passionate about providing brilliant levels of support
To constantly look for ways to improve the customer experience, and to challenge normal practises and processes where you feel these create friction to our customers or impact on the customer experience.


To have an enthusiastic and positive mindset when assisting customers and colleagues
Feedback frequently on where you feel we have areas to improve to provide a better customer experience
Escalate to the Customer Support management team if you have concerns about the service or goods we are providing our customers


Supporting overall customer contacts through the following average figures per week:
700 phone calls
500 emails
200 telephone payments

The Person


A personal drive to offer brilliant levels of customer support
An enthusiastic and positive approach mindset
A customer first mentality, solving the issue at hand then looking for the learnings
A focus to continually look for ways to improve the customer experience


An understanding of our products and processes
Previous experience of customer support
Experience of escalated complaint resolution
Experience of working with colleagues to drive business change

What we’ll do for you

In a culture where hard work is recognised and great results are rewarded, you can look forward to a company bonus that will give you a share of our success as well as a bonus based on your personal performance (up to 20% of your base salary). Then there’s a generous staff discount, a Share Save scheme, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.

Closing Date
Monday 18 October 2021


A competitive salary.

Bonus and uncapped commission schemes (dependent on your role) that run four times a year, helping you to share in our success.

A generous staff discount scheme allows you to make purchases from our stores at below market price.

Enhanced maternity/adoption and paternity pay, and childcare vouchers.

A ShareSave scheme that allows you to invest in us and share our success.

Pension & Life Assurance schemes with company contributions available to help you provide for your retirement.

A wide range of discounts with selected companies including discounts on insurance, holidays and retail vouchers.

Holiday entitlement that increases with length of service.