Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products to Britain’s homeowners and tradespeople. Over 8 million people visit our websites (Drench, Tap Warehouse and Only Radiators) each year, and we’re on a mission to help create well-designed homes that look great, feel special, and positively impact people's everyday lives.
We’re a little over 10 years old now, and in that short time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people.
For many of our customers, choosing their new bathroom or kitchen is a big and exciting decision to make. Inevitably, they have questions for us, and increasingly, they prefer to pick up the phone and talk things through. As a Customer Consultant, you’ll be a reassuring, knowledgeable voice for our customers, solving problems and offering advice with confidence and care. Combining a friendly, can-do, focused approach to customer service with genuine empathy, you’ll ensure every customer feels supported and ready to move forward.
Location: You’ll join a distributed team primarily working from home. However, we love to catch up in the office for planned visits and are always keen to see each other in person at those times. As these are planned visits to our awesome Bournemouth office, you will always have plenty of time to plan your travel. Our comprehensive onboarding induction training takes place in our Bournemouth office, so travel for this purpose may be required. WFH at all other times is fully supported.
What will you be doing?
- Be a friendly and professional first point of contact for our customers, with a strong focus on answering inbound calls promptly and effectively.
- Use a variety of IT systems and communication tools to solve customer queries and complaints as they arise.
- Apply top-class organisation and soft skills to deliver a great experience, ensuring customers leave happy and ready to recommend us (most do… check out our Trustpilot reviews!).
- Take ownership of customer calls: listen carefully, offer clear solutions, and provide an excellent over-the-phone experience that builds confidence in our brand.
- Monitor and resolve complex customer issues, using initiative to achieve the best possible outcomes. We sell technical, complex products, so a willingness to learn and retain knowledge is essential.
- Manage incoming Live Chats, Emails, and Customer Calls, maintaining a balance across channels while prioritising call responsiveness.
- Support the Sales team where needed, ensuring customer queries are handled quickly and effectively.
- Build relationships across departments to ensure a seamless customer journey between Sales, Warehouse, and Customer Service teams.
- Take responsibility for your own performance, continually developing your product knowledge, call-handling skills, and overall expertise.
- Proactively suggest process improvements to enhance service and efficiency.
What are we looking for?
- Confident and professional telephone manner with a natural ability to reassure and support customers over the phone.
- Excellent communication and customer service skills, with a solutions-focused mindset.
- A positive, solution-focused attitude and the ability to learn and retain knowledge quickly.
- Strong ability to learn and retain detailed knowledge of technical products and processes.
- Exceptional organisational and multi-tasking skills, with the ability to handle multiple customer channels while prioritising calls.
- A collaborative, team-first approach, always focused on doing what’s right for the customer.
- High level of initiative, drive, and ownership of customer interactions.
- Strong spoken and written communication skills in English
In return for your hard work, we can offer you:
- Working hours - 40 hours per week. Mondays to Saturdays (with a day off in lieu), hours between 8 am and 6 pm.
- Generous annual leave
- All the tech you need + remote working budget for setting up your home office
- A fantastic office, or flexibility to work at home
- A company-wide commitment to learning and development
- A friendly, customer-focused environment built on teamwork, collaboration, ownership, and transparency
- Team and company-wide social events
- No corporate dress code
Our Values
Everything we do is shaped by our ten core values. These inform the foundations of our relationships with customers and each other but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not about who you are or how loud you shout, but about the impact you make and what you do. We encourage doing rather than dreaming – if you have an idea, speak up and we will listen! Everyone’s opinion matters and any suggestions are welcomed.
Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Work is not a place; it is what you do…
We believe the future of work is about flexibility. Not everyone does their best work from an office, and not everyone wants to work from home exclusively. Our employees can choose to work flexibly either from home or in our office.
We have a fantastic Home Working Support Scheme to demonstrate our commitment to this! We want to ensure that those who do choose to work from home can still work in the best possible environment, and are not left out of pocket.
In a nutshell, we offer:
A one-off allowance of £500 for you to set up your home office
If you would like further information on this position before applying, please get in touch. Otherwise, please send in your CV for consideration.