Careers

Job title: Customer Experience and Data Specialist

Based in: UK, Remote working & monthly in person meetings (various locations in UK)
Department: Customer Service and Administration

Reports to: Company directors

Working pattern: Full time (35 hours). Monday – Friday 9-5pm

Salary: £28k per annum

Job summary:

As a Customer Experience and Data Specialist you will be responsible for enhancing customer satisfaction and providing administrative support across various departments of our growing lighting retail business. Your main duties will include, but are not limited to:

Key responsibilities

Ensuring a positive and seamless customer experience across all touch points: This role involves addressing customer enquiries, resolving issues, analysing feedback and working closely with various departments to improve service delivery. The ideal candidate will be empathetic, proactive and passionate about providing exceptional customer service to all L&L customers.
Customer support: Handle customer inquiries via email, chat, phone and social media promptly and professionally. Resolve customer complaints and issues efficiently, ensuring a high level of satisfaction.
Feedback analysis: Collect and analyse customer feedback to identify trends, insights, and areas for improvement. Prepare reports and provide actionable recommendations to the management team.
Process improvement: Collaborate with internal teams to streamline processes and improve the customer journey. Proactively suggest enhancements based on customer feedback and industry best practices.
Relationship building: Build and maintain strong relationships with customers by providing personalized service and going the extra mile to meet their needs.
Managing L&L trade accounts: Provide exceptional customer service to our trade partners as and when required.
Handling incoming and outgoing correspondence: With suppliers, customer service teams, sales reps and any or all companies and individuals relating to the development, promotion and sale of products.
Knowledge management: Maintain a comprehensive understanding of company products, services, policies, and procedures to provide accurate and timely information to customers.
Product database: Creating product files suitable for distribution to the public and trade, detailing all required product information, specification and imagery.
Training and development: Assist in the development and delivery of training programs for new and existing team members to ensure consistent and high-quality customer service.
Metrics and reporting: Track and report key performance indicators (KPIs) related to customer experience. Use data to drive decision-making and continuous improvement efforts.
Cross-functional collaboration: Work closely with sales, marketing, product development, and other departments to ensure a cohesive and integrated customer experience.

Qualifications

Education: Higher education degree or equivalent.
Experience: Minimum of 2 years of experience in a customer service/experience or a data admisistration role. Experience in a similar industry is a plus.
A passion for homewares and lighting products.

Skills

Excellent verbal and written communication skills.
Knowledge of Shopify B2B e-commerce platform or experience working with a similar e-commerce platform is essential.
Ability to work independently, manage workload and collaborate effectively with team members.
Proficiency in Microsoft Office Suite.
Proficient in using CRM systems and customer service software.
Empathy and a customer-centric mindset.
Attention to detail and accuracy in data entry and record keeping.
Strong problem-solving skills and the ability to adapt to changing priorities.
Knowledge of retail sales principles and techniques.
Knowledge of lighting products and lighting retail beneficial but not essential.

Benefits

We’re offering a competitive salary and benefits, as well as opportunities for professional growth and development within a successful, growing retail brand.
28 days holiday allowance + Bank Holidays + a day off for your birthday
20% friends and family discount.

If you are a self-motivated individual with a passion for homeware product, sales and customer service, we would love to hear from you. Apply today to join our dynamic team!

Please send your CV along with a covering letter to scarlett@lightsandlamps.com