Customer Services Executive

With our headquarters in Gloucester, Direct Online Services is a dynamic and progressive eCommerce-led omnichannel retailer of kitchen products. Founded in 2009, we have enjoyed consistent levels of strong growth since inception, primarily through our flagship brand Worktop Express, the UK’s #1 online worktop retailer selling over 220,000 worktops per year to our B2C consumer base.

The business joined the €1bn+ global materials division of Broadview Holding in 2020 (alongside Formica, Westag, Trespa, Arpa and Homapal), and are now looking to invest towards the future. We have significant plans to accelerate our growth over the coming years, in exciting and new product categories, both within Direct Online Services and also in collaboration with our Group colleagues.

We provide equal opportunities for all applicants and employees, regardless of race, colour, religion, gender, sexual orientation, gender identity, national origin, disability, or any other protected characteristic. We also offer reasonable adjustments throughout the recruitment process to ensure that every candidate can showcase their skills and abilities to their fullest potential. Join us in creating a workplace where everyone feels valued and empowered to succeed.

As a Customer Service Executive, you will be the expert supporting our customers buy the products they need to improve their home and kitchen. You will represent the company across our multiple brands and multiple customer channels daily and be responsible for providing a high level of customer experience to all our customers.

Product, system, and company training as well as on-the-job support will be provided so that you will have the expertise to be a true product expert who acts as a Brand Ambassador in all internal and external customer interactions.

This role is working Monday - Friday 8:30am - 5:00pm

• As the expert, you will advise and support your customers buy the best products for their aesthetic and home requirements.
• Answering customer queries via our multitude of contact channels.
• Will communicate with Direct Consumers, Tradespeople and Companies over a multitude of brands; B2C and B2B.
• Processing sales, calculating shipping costs, keeping up to date with stock and promotions.
• There will be a requirement for you to “follow up” on any quotes you have done, or any sample’s customers have purchased from us and convert them to a full product purchase.
• Arranging customer deliveries.
• Supporting your fellow team members as well as working closely with other areas of the business.
• Working to the company’s standards and service level agreements as well as your own individual performance goals and targets.
• Dealing with and managing customer complaints.

• Comfortable working in a fast paced, changing environment.
• Strong negotiation skills.
• Excellent communication skills.
• Good organisational and time management skills.
• Computer literate.
• Polite, enthusiastic, and friendly attitude.
• The ability to work as part of a team, as well as independently.

• Though not essential, experience of working in a similar role or retail is desirable

• 25 days holiday plus 8 Bank Holidays, increasing up to 30 with each year of service
• Celebration Day- an extra day off per year to celebrate an occasion that is important to you
• Company pension scheme
• Generous staff and friends&family discount scheme
• Medicash health plan
• Employee Assistance Program
• Hybrid Working