Customer Service Advisor

In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and its their passion and innovation that has allowed us to continue growing as a business. We have an exciting opportunity for a Customer Service Advisor to join our team. This position is well-suited to a an enthusiastic team player with a passion for delivering excellent customer service. This position is based in the Customer Contact Centre. As a Customer Service Advisor you will be the voice of Karndean, delivering excellent customer service via telephone, email and live chat. You will respond to queries about products, orders, warranties and technical queries whilst using our full suite of systems and tools such as CRM, telephony platforms, case management etc to ensure timely, professional resolutions. With the full Customer Experience at the heart of all you do, delivering exceptional service will be your day to day goal. Responsibilities: Respond to inbound customer enquiries via phone, email, and chat, ensuring first-contact resolution wherever possible. Use all relevant systems as tools to deliver exceptional service and maintain the 360 degree view of our customers. Escalate complex or high-priority cases to supervisors in a timely manner, while aiming to resolve all matters in the first instance wherever possible. Maintain up-to-date knowledge of Karndean products, services, and processes. Contribute to CSAT and SLA targets by delivering timely and accurate service. Participate in training sessions and contribute to team improvement initiatives. Accurately document all customer interactions in line with internal processes, on relevant systems such as CRM etc. Requirements: Prior experience in a customer-facing or contact centre role. Clear, professional communication skills (written and verbal). Strong problem-solving mindset and ability to work independently. Basic computer literacy and confidence using customer service platforms. eam player with a positive attitude and a passion for customer satisfaction. Desirable Skills: Prior experience in a customer-facing or contact centre role. Experience using CRMs, Telephony systems, Case management systems. Experience working in a high-volume contact centre environment. Our Company: Karndean Designflooring UK is based in Evesham, Worcestershire across three sites with excellent facilities. We offer a huge range of benefits but here are some of the headlines: • Competitive salary • Role dependent flexible and hybrid working • Employee discount • Health cash plan & role dependent private medical cover • 25 days holiday including a day off for your birthday (increasing with service) • Enhanced pension scheme • Enhanced maternity and paternity benefits • Enhanced sick pay • Learning and development opportunities • Paid Volunteering day • Various bonus or commission schemes across the business • Regular employee awards with up to £1,000 monetary prizes • An employee benefits platform with national discounts As part of our company you will enjoy working with a team of incredibly passionate, fun people and have the opportunity to contribute innovative ideas direct to the executive leadership team as well as progressing your career. At Karndean we are committed to recruiting and retaining a diverse workforce with an equitable, inclusive environment. We are an Armed Forces Covenant Silver employer and disability confident committed. Should you require any reasonable adjustments for the interview process please let us know.

Location: Evesham, Worcestershire, GB

Posted Date: 8/3/2025