Customer Service Advisor - Bedford HQ

We are looking for a Customer Service Advisor to join us in our mission of delivering quality outdoor products such as log cabins, garden offices, sheds and gazebos designed with care, built to last, and made to make our customers smile!

Who We Are:

Established in 1994, Dunster House Ltd is a proud, family run business that's continuing to grow and evolve. Last year alone, we've expanded even further - opening four new sites and now employing over 650 amazing people across 15 locations across the UK.

For more than 30 years, we've been passionate about designing, manufacturing, and retailing quality garden lifestyle products that help our customers make the most of their outdoor spaces. As garden building specialists, we're proud to deliver our products directly to our customers using our very own fleet, ensuring care and quality every step of the way.

To find out more about Dunster House Ltd, visit our website

The Role:

This job is based out of our Bedford HQ - MK41 0LF and provides friendly, efficient support to customers by handling enquiries, resolving issues, and ensuring a positive service experience.

Role Overview:

• Customer Communication: Gather information from customers regarding their queries and provide clear, professional, and timely written responses via email or the company's ticketing system.
• After-Delivery Support: Handle all post-delivery enquiries, including return requests, assembly and technical assistance, documentation, and replacement parts, ensuring each case is managed to completion.
• Collaboration and Coordination: Liaise effectively with internal teams including the Design Department, Factory Liaison Managers, and Logistics to resolve customer issues and gather required information.
• Replacement Parts and Documentation: Prepare and process customer orders for replacement or spare parts.
• Cross-Departmental Investigation: Investigate customer queries by working collaboratively with all relevant departments to identify causes and implement solutions.
• Organise and track transfers and deliveries with appropriate departments to ensure timely dispatch and communication to customers.
• Independent and Team Working:
• Demonstrate confidence in working independently to manage individual workloads while contributing effectively within a collaborative team.

Requirements:

• Proven experience in customer service, preferably within an after-sales or logistical support environment.
• Proficient in using MS Office suite and role appropriate software.
• Strong written communication skills.
• Excellent organisation and time management skills.
• Ability to multitask and prioritise within a fast paced environment.

What We Offer:

• Monday - Friday 8 30
• £28,000
• 29 days holiday including bank holidays
• Referral Programme