Client Advisor

Location: Lincoln, UK
Salary: £25,000 £27,000 per annum (full-time; part time potentially available)
Working Hours:

• Full-time: 8:30 AM 5:00 PM

Reporting to: Customer Services Manager (or TBC)

About Formed Group

Founded in 1971, over three generations, Hendel & Hendel are British designers of distinctive cabinet hardware, blending generations of expertise in craftsmanship, materials, and form to create pieces that transform interiors

We believe it s often the smallest details that make the greatest impact. A handle is the part of the home you touch every day, the bridge between design and daily life. Too often overlooked, we ve reimagined it as a defining feature, one that sparks the design conversation from the very beginning. We re seeking a Client Advisor to support our customers by providing friendly, expert advice.

Role Overview

As a Client Advisor, you will be the first point of contact for our clients, providing outstanding support and ensuring their needs are met with efficiency and professionalism. You will play a critical role in upholding our reputation for excellence and contributing to our mission of delivering top-tier service.

Key Responsibilities

• Respond promptly and effectively to customer inquiries via phone, email, and chat, turning inquiries into orders and upselling or cross-selling with complementary products from the Hendel & Hendel range
• Gain and maintain a deep understanding of Hendel & Hendel s products and services to provide accurate and helpful information and design/style guidance to clients
• Collaborate with team members to continuously improve service processes and outcomes
• Handle complaints and feedback with empathy and professionalism, turning challenges into positive experiences
• Accurately and efficiently process customer orders
• Resolve customer issues and action queries (returns, delivery updates, product & price enquiries) with a solution-driven mindset, ensuring satisfaction and retention
• Contribute to a positive team environment, supporting colleagues and fostering a collaborative atmosphere

Requirements

• Proven experience in a customer service role, preferably in a similar industry
• Strong communication skills, both verbal and written
• Ability to thrive in a fast-paced environment, adapting to changing demands
• Demonstrated passion for delivering exceptional customer service
• Solution-oriented mindset with strong problem-solving abilities
• Excellent organizational and administration skills with attention to detail
• Proficiency in using customer service software and CRM systems
• Comfortable making and receiving phone calls in a professional manner
• Ability to work both independently and as part of a team

What We Offer

• 28 days annual leave including statutory bank holidays
• Companywide profit share scheme
• Opportunity to be part of a passionate and agile team dedicated to excellence
• Professional development and career growth opportunities
• A supportive and collaborative work environment

What s next? It s easy! Click APPLY now! We can t wait to hear from you!

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