Who are we?

Flooring Superstore(Connection Flooring Ltd) is an award-winning flooring retailer. After starting out online back in 2012, we have gone from strength to strength and have grown considerably in size. Flooring Superstore is our main brand selling a wide range of floor types, whilst Direct Wood Flooring and Grass Direct are more specialist brands focused on smooth flooring and artificial grass respectively.

As part of our continued growth, we are looking for a Live Chat Customer Specialist to join our head office team based in Bishop Auckland.

We are Proud!

Award-winning online and offline retailer
300+ members of staff and growing
Our own delivery network across the UK, 10 depots and 80+ vehicles
Huge room for progression within the business for ambitious and dedicated staff
Large store expansion plan 2025 and beyond
Great Benefits

About the role

The role will predominantly be answering customer questions and resolving complaints via Live Chat. Answering on average 75 chats a day, you will play a key role in providing excellent customer care efficiently. We pride ourselves in offering excellent service meaning it’s important to assess customers' needs to achieve the best resolution for each customer in order to provide the highest level of satisfaction. Building sustainable relationships and trust with customers and internal staff members is crucial. A high level of attention to detail, the ability to prioritize tasks and the confidence to find resolutions with your own initiative are key on a daily basis.

About you

You will bring onboard with you, your already existing communication skills and confidence using a computer. As this is customer service you will also develop good relationships with customers and be empathetic of their situations.

You will also:

Have strong organisational skills
Rapport building and objection-handling skills are essential
Be strong minded and professional with an ability to negotiate and influence confidently at all levels
Direct retention or sales experience is advantageous however we will consider transferable skills from previous roles
Excellent customer care skills and customer focused attitude
Self-motivation with a positive approach to targets
A genuine passion for customer service
Good IT skills
Excellent written communication skills

What we will give you

We want you to succeed as best you can, so we will give you all the training and knowledge needed on our products and systems to help reach your potential! Our head office has recently been renovated making it a great space to work in, with lots of facilities for you to use. We are also always wanting to do the best for our staff, which is why we recently reviewed our benefits package, it now includes:

5% Pension Contribution from company
Competitive salary at £12.21ph
Enhanced holidays - 6.2 weeks
Maternity & Paternity package
Company Loyalty Scheme
Discounts on major retailers - huge savings to be made!
In house communication and recognition platform keeping you updated on all the company news
25% discount on our products for friends and family
Annual Company Awards
Health and Wellbeing Support
Opportunities for career progression - over 70% of our managers have been promoted internally
Opportunity to be part of a company who are proud supporters and fundraisers of amazing organisations plus a large number of charities across the UK and who are also actively making changes to become more environmentally friendly and have positive impacts on the planet such as supporting tree planting and ocean clean-up initiatives
Free Parking

Hours and Days: This role is full time at 37.5 hours a week, benefiting from an early finish on a Monday! Your standard working week will be Monday 8.30am - 2pm, Tuesday to Friday 8.30am - 5pm.

Studies have shown that some groups of people are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Flooring Superstore, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

Job Types: Permanent, Full-time

Pay: £12.21 per hour

Benefits:

Company pension
Employee discount
Enhanced maternity leave
Enhanced paternity leave
Free parking
On-site parking

Ability to commute/relocate:

Bishop Auckland DL14 6WA: reliably commute or plan to relocate before starting work (required)

Application question(s):

Why do you think you would be a good fit for this role?
What do you think makes a good customer service experience?
Are you comfortable with the pay rate?
Are you comfortable with the shift pattern?

Experience:

customer service: 2 years (preferred)
Live chat: 1 year (preferred)

Work Location: In person

FlooringSuperstore.com

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