Customer Services Advisor

Customer Services Advisor - Swindon

Start date:

29th June 2026

At Oak Furniture land, the Customer Centre is the heart of our business and often our customers' first point of contact. The Customer Service Advisors play a crucial role in our bustling customer centre. They use their empathy, excellent communication skills and customer‑first attitude to manage a variety of queries and resolve them to completion, ensuring the customers’ needs are fully met.

Their friendly, professional demeanour and genuine desire to help others mean they always put the customer first. By documenting each interaction and following up on outstanding issues, they contribute to continuously improving our customer service processes, assisting the department in being high‑performing. This commitment to high performance is recognised and rewarded through the opportunity to earn monthly bonuses based on performance against set KPIs, which ensures that our colleagues are rewarded for their dedication and hard work.

• Addressing high volumes and various customer inquiries, ensuring each is resolved to the customer's satisfaction.
• Providing outstanding service to our customers via telephone and email.
• Advising customers on the care of their Oak Furniture land products.
• Identifying and implementing appropriate solutions for customer complaints.
• Ensuring all customer interactions comply with company policies and procedures.
• Maintaining departmental and personal Service Level Agreements and KPIs per Company expectations.
• Ensuring all written and oral communications are of the highest standard and in line with Company guidelines.
• Take ownership of customer issues assigned to you, resolve them appropriately, and follow up to maintain customer confidence in the brand.
• When necessary, seek advice and guidance from Line Management for unique or uncertain cases.
• Keeping up to date with the Company’s products, services, and policies.
• Act as a role model and advocate for Oak Furniture lands’ Purpose and Values, holding oneself and others accountable.
• Promote collaborative work towards joint goals, bringing individuals together at the right time for successful outcomes.
• Confidently solve problems and find viable solutions through research and constructive challenge to existing processes.
• Adapt to change and ambiguity, prioritising competing demands in a fast‑paced environment.

• Previous experience in a customer service call centre environment – Desirable
• Demonstrated experience in handling complex and emotional complaints – Desirable
• High level of accuracy and attention to detail.
• Exceptional verbal and written communication skills.
• Ability to remain calm in a busy, pressurised environment.
• Skilled at negotiating and selling resolutions to the customer.
• Professional understanding of the importance of first‑class customer service with flexibility, multitasking abilities, and strong problem‑solving skills.
• Proficient in computer systems, including Microsoft Word and Excel.

This is a full‑time role working 40 hours per week, Monday to Friday, 9 am to 6 pm.

This position may suit individuals with previous skills or experience gained from the following roles:
Customer Service Agent, Customer Service Assistant, Customer Service Administrator, Customer Service Executive or Customer Service Representative.

• Exclusive Employee Discounts:
  Enjoy unbeatable savings on all Oak Furniture land products after completing your probation period.
• Generous Holiday Allowance:
  Benefit from 20 days of holiday each year (excluding Bank Holidays).
• Celebrate Your Special Day:
  Take an extra day off to celebrate your birthday or another special occasion.
• My Rewards Programme:
  Unlock incredible savings and enjoy exclusive discounts on essentials and luxuries, from dining out and grocery shopping to entertainment, holidays, and gym memberships.
• Competitive Pension Scheme:
  Secure your future with a 4 % employee contribution, matched by the company.
• Comprehensive Life Assurance:
  Receive free coverage worth at least twice your annual salary, ensuring peace of mind up to age 65.
• Continued Development:
  Enhance your skills and…