Wickes Customer Service Advisor; K&B

Ascensos is an award‑winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well‑known retail brands, across many sectors, including ALDI, River Island, Selfridges, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award‑winning customer service.

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen!

Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. As a Customer Service Advisor with Ascensos, you will work within a fully supported environment, where you can demonstrate your commitment to providing outstanding customer support through your skills and personality.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

As a Kitchen & Bathroom (K&B) Customer Service Advisor
, you’ll be part of the Wickes K&B team, helping to make the nation feel house proud by supporting customers through some of the most exciting (and sometimes complex) projects in their homes.

You’ll be at the heart of the customer journey, case managing enquiries from start to finish, liaising with installation teams and third‑party suppliers, and resolving issues with care and confidence.

With full training provided, this role is perfect for someone who enjoys building rapport, taking ownership, and delivering a truly personal service that turns challenges into positive outcomes.

Our typical shift pattern involves: 40 hours per week on a rota basis, 5 out of 7 days. Monday to Saturday; 8AM-6PM and Sunday 10AM-5PM.

Start Date: Monday 19th January 2026

Initial Training: Monday to Friday 9AM-5.30PM (for 2 weeks).

Please note. This position is based at our site in Motherwell.

As part of #the Ateam, you’ll receive full training and support to be the voice of our client’s brand. So, there’s no room for average.

Your role can include, but isn’t limited to:

• Providing first‑class customer service via telephone and email.
• Liaising with our Wickes approved installation teams to support customers with their kitchen or bathroom project.
• Working with 3rd party suppliers to arrange deliveries and resolve any remedial actions.
• Supporting our instore colleagues with any ongoing customer concerns.
• Ensuring all communication with our client’s customers are handled professionally and promptly.
• Recording details of customer comments on the database provided, leaving clear notes.
• Case managing complex customer issues through to resolution and delighting the customer.
• Demonstrating strong product knowledge to ensure all customer queries are answered correctly.
• Taking ownership of the customer experience by providing excellent service.
• Achieving the key targets set.
• Daily support of meetings and training from supervisors and team members.
• Adhering to quality standards and ensuring consistency in all interactions.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We’re delighted to drive innovation on‑site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to…