Customer Experience jobs in United Kingdom

Our Retail Sales Advisors are at the heart of our business acting as our biggest brand ambassadors. Often the first point of contact for customers visiting our network of showrooms, they are both inspired and empowered to support our customers in growing their homes by assisting them in choosing the perfect pieces of furniture and accessories from our broad range of products.

They achieve this with every customer by being commercially minded and adopting a consultative sales approach using their expert knowledge of our comprehensive product range to deliver an exceptional experience on every occasion.

• Provide all customers with an exceptional customer experience by sharing expert knowledge of Oak Furnitureland's extensive product ranges and services.
• Follow the Retail Sales Model to make recommendations based on customer needs, supporting the right purchasing decisions to be made.
• Contribute towards improving Oak Furnitureland’s customer satisfaction scores, including Net Promoter Score and Trust Pilot ratings, increasing customer loyalty and brand perception, influencing repeat business and new sales opportunities.
• Consistently achieve personal sales and performance KPIs and targets, supporting the overall showroom team to collectively achieve outstanding business performance.
• Adopt a one-team approach by working closely with the Store Manager and Assistant Manager to create an inclusive team culture aligned with our purpose and values, and always displaying our expected behaviours.
• Collaborate with other business areas to create and maintain a compliant and up-to-date retail environment by working proactively with the Visual Merchandising and Facilities & Maintenance Teams to provide a safe and inviting showroom that showcases Oak Furnitureland products and services to the highest standards.
• Positively engage with Partnering 4 Performance, enabling the shaping of personal objectives and robust development plans that support both individual and business growth plans.
• Deliver business, divisional, and showroom ways of working, always adhering to Oak Furnitureland processes, policies, and procedures.
• Remain up-to-date and commercially aware of internal and external factors that may impact business trade and customer experience.
• Utilise all training materials and business communications to keep own knowledge of Oak Furnitureland products and services up to date enhancing both personal and business sales performance.
• Using Oak Furnitureland systems, ensure all customer information is processed compliantly, efficiently and correctly following all procedures and policies.
• Encourage and deliver a seamless omnichannel customer journey by recommending and using digital resources and marketing tools to help customers make informed purchase decisions.

• Extensive experience working in customer-facing environments, demonstrating in-depth knowledge and understanding of retail sales and delivering an exceptional customer journey, ideally within furniture or similar consultative-based sales environments.
• Knowledge of using sales models and following sales processes, enabling personal targets to be achieved.
• Highly skilled at questioning and listening techniques, adopting a persuasive communication style with the ability to influence, generate, and build positive relationships.
• Demonstrable knowledge and experience of working within successful high-performing teams.
• Experience in consistently achieving stretch personal and team goals and KPIs.
• Understand the link between customer experience and key metrics such as NPS, Trust Pilot, repeat business, and new sales opportunities.
• Up-to-date knowledge and awareness of the furniture industry-associated products and services and understanding of Oak Furnitureland’s USPs and competitors.
• Understanding of the regulatory frameworks associated with this sector and role, with relevant experience enabling the following and delivering of set policies and procedures.
• Knowledge and awareness of purchasing motivations and the internal and external factors that could influence purchasing decisions.

This is a full-time role working 40 hours per week, 5 out of 7 days, with one weekend off every six.

• Exclusive Employee Discounts: Enjoy unbeatable savings on all Oak Furnitureland 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.
• 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 up to age 65.
• Continued Development: Enhance your skills and support your future career advancement with ongoing training.
• Supportive Employee Assistance Programme: Access professional counselling services via phone or in person whenever needed.
• Convenient Free On-site Parking: Enjoy free parking at our location.

Oak Furnitureland launched in 2006. Our brand was built on ensuring our customers could access high-quality hardwood furniture at affordable prices…

• We are adaptable
• We are experts
• We are authentic
• We are one team
• We put our customers first.

We strive to recruit and retain diverse talent representative of our customer demographic and encourage applications from all backgrounds.

Please note that any offer is subject to references and a DBS check.