Client Advisor

Position: Client Advisor (Permanent)
Client Advisor

Location:

Lincoln, UK
Salary: £25,000–£27,000 per annum (full-time; part time potentially available)

Working Hours:

Full-time: 8:30 AM – 5:00 PM
Reporting to:
Customer Services Manager (or TBC)

About Formed Group

Founded in 1971, over three generations, Hendel & Hendel are British designers of distinctive cabinet hardware, blending generations of expertise in craftsmanship, materials, and form to create pieces that transform interiors

We believe it’s often the smallest details that make the greatest impact. A handle is the part of the home you touch every day, the bridge between design and daily life. Too often overlooked, we’ve reimagined it as a defining feature, one that sparks the design conversation from the very beginning. We’re seeking a Client Advisor to support our customers by providing friendly, expert advice.

Role Overview

As a Client Advisor, you will be the first point of contact for our clients, providing outstanding support and ensuring their needs are met with efficiency and professionalism. You will play a critical role in upholding our reputation for excellence and contributing to our mission of delivering top-tier service.

Key Responsibilities

Respond promptly and effectively to customer inquiries via phone, email, and chat, turning inquiries into orders and upselling or cross-selling with complementary products from the Hendel & Hendel range
Gain and maintain a deep understanding of Hendel & Hendel’s products and services to provide accurate and helpful information and design/style guidance to clients
Collaborate with team members to continuously improve service processes and outcomes
Handle complaints and feedback with empathy and professionalism, turning challenges into positive experiences
Accurately and efficiently process customer orders
Resolve customer issues and action queries (returns, delivery updates, product & price enquiries) with a solution-driven mindset, ensuring satisfaction and retention
Contribute to a positive team environment, supporting colleagues and fostering a collaborative atmosphere
Requirements

Proven experience in a customer service role, preferably in a similar industry
Strong communication skills, both verbal and written
Ability to thrive in a fast-paced environment, adapting to changing demands
Demonstrated passion for delivering exceptional customer service
Solution-oriented mindset with strong problem-solving abilities
Excellent organizational and administration skills with attention to detail
Proficiency in using customer service software and CRM systems
Comfortable making and receiving phone calls in a professional manner
Ability to work both independently and as part of a team

What We Offer

28 days’ annual leave including statutory bank holidays
Company wide profit share scheme
Opportunity to be part of a passionate and agile team dedicated to excellence
Professional development and career growth opportunities
A supportive and collaborative work environment
What’s next? It’s easy! Click “APPLY” now! We can’t wait to hear from you!

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