Customer Service Advisor

About the Role

We’re looking for a Customer Service Advisor to join our team at The Nest in Barton-upon-Humber. The role involves supporting customers throughout their journey with Wren, handling enquiries across multiple channels, taking ownership of cases, and collaborating with internal teams to deliver positive outcomes and exceptional customer service.

The position is full‑time (40 hours per week) with a basic salary of £27,308 plus up to £2,000 yearly bonus.

• Life Assurance after 2 years of service
• Access to Benenden health and discount platform after 1 year of continuous service
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• Staff discount on purchasing a kitchen or bedroom after 1 year of continuous service
• Eye Care Vouchers
• Refer a Friend Scheme
• Free onsite gym

• Handle customer enquiries across multiple communication channels, including phone, email and online systems.
• Take ownership of customer cases from first contact through to resolution.
• Deliver positive customer outcomes while balancing customer needs and business requirements.
• Provide support and guidance to customers throughout different stages of their journey.
• Liaise with internal departments, suppliers and stakeholders to ensure timely resolutions.
• Maintain accurate and up-to-date customer records and case notes.
• Identify opportunities to improve customer experience, processes and ways of working.
• Escalate complex issues appropriately while maintaining ownership of the customer experience.
• Consistently deliver service in line with company standards and customer expectations.

In addition to any other duties, you must read, understand and adhere to policies and procedures relating to Health and Safety, and the responsibilities located in the Integrated Management System (IMS) Responsibilities document.

• Passion for delivering outstanding customer service.
• Strong problem‑solving skills with the ability to take ownership of customer issues.
• Excellent communication skills, both written and verbal.
• Ability to build rapport and demonstrate empathy when supporting customers.
• Strong organisational skills with the ability to prioritise workload effectively.
• Comfortable working in a fast‑paced environment with changing priorities.
• Good IT skills, including Microsoft Office and customer management systems.
• Flexible and adaptable approach to different customer service functions.
• Reliable with excellent attendance and time‑keeping.
• Previous customer service experience desirable but not essential, as full training will be provided.

Applicants for this role who are offered employment will be subject to a basic criminal record check from the Disclosure & Barring Service before the appointment is confirmed. A criminal record will not necessarily disqualify a candidate; each case will be assessed individually, taking into account the nature of the offence and its relevance to the role.

At Wren we’re passionate about kitchens and bedrooms. We are the largest kitchen retailer in the UK and a business that simply doesn’t stand still. We offer world‑class training on our products, systems and sales processes, and you’ll enjoy working in an industry‑leading workplace. Wren has been voted the UK’s Number 1 Place to Work on Indeed twice, and offers uncapped commission and exceptional career progression opportunities.