Customer Support Specialist

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. 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 our live chat facility. You will assist our store teams where required and have a personal drive to offer brilliant frontline 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.   

Key Accountabilities

Customer 

• To offer enthusiastic, friendly and positive support to enquiries made by phone, email or via live chat.
• To be passionate about providing brilliant levels of support.
• To aim to resolve situations that may lead to escalated complaints in a fast, friendly and fair manner, working alongside the key stakeholders where appropriate.

People

• 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.
• Continue to maintain the successful team dynamic with a can-do attitude. 

Process

• Represent the business in a friendly, confident and professional manner.
• Take ownership of enquiries to the point of resolution or an effective handover where resolution is not possible.
• You should always be looking for the learnings in a situation, with a mindset of understanding why or how we have not offered the experience expected and be confident in suggesting change

Knowledge, Skills and Experience Required:

Essential      

• A personal drive to offer brilliant levels of customer support.
• Reliable and dependable.
• An enthusiastic and positive approach mindset.
• A customer first mentality, solving the issue at hand then looking for the learnings.
• Great communication skills with an articulate capability.
• Basic computer competency.

Desirable

• Previous experience of customer support.
• Experience of escalated complaint resolution.

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, 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.