Customer Service Advisor

Customer Service Advisor

About KES Lighting & Home

KES Lighting & Home is one of the UK’s leading online lighting retailers, supplying thousands of products to both trade and retail customers nationwide. With over 41 years in the lighting industry, we’ve built a reputation for quality products, competitive pricing, and expert knowledge.

We’re a fast-moving, ambitious business going through an exciting period of growth and modernisation. We’re investing in new systems, smarter processes, and better ways of working — and we need people who want to be part of that journey, not just along for the ride.

The Customer Service Advisor Role

This is not a ticket-processing role. We’re looking for an experienced, driven Customer Service Advisor who will help us deliver best-in-class service to every customer, every time. You’ll be the voice of KES for our customers — handling enquiries, resolving issues, managing returns, and ensuring every interaction leaves the customer confident they’re in good hands.

You’ll work closely with our existing Customer Service Advisor, our sales team, warehouse, and operations to make sure nothing falls through the cracks. But more than that, we want someone who thinks about why problems happen in the first place and helps us stop them recurring. If you see a process that’s broken, we expect you to flag it and help fix it.

This is a demanding, customer-facing role in a high-volume ecommerce environment. The pace is fast, the standards are high, and the variety is constant. If that excites you, read on.

Customer Service Advisor

Key Responsibilities

• Respond to customer enquiries promptly and professionally via email, phone, and our helpdesk platform (Freshdesk)

• Own customer issues from first contact through to resolution — no passing the buck

• Process and manage returns, refunds, replacements, and delivery queries efficiently and accurately

• Liaise with suppliers, couriers, and internal teams to resolve issues and keep customers informed

• Handle both trade (B2B) and retail (B2C) customers, understanding the different expectations and requirements of each

• Identify recurring issues, feed back to the team, and contribute to process improvements

• Help build and maintain our customer service knowledge base, canned responses, and standard operating procedures

• Maintain accurate records in our systems (Freshdesk, Odoo ERP) to ensure full visibility across the team

• Provide cover and handover support across the customer service function to ensure seamless continuity

What We’re Looking For from the Customer Service Advisor

Essential

• Proven experience in a customer service role, ideally within ecommerce, retail, or trade environments

• A natural communicator who writes clearly, professionally, and with warmth

• Resilient under pressure with the ability to manage multiple open issues simultaneously without dropping the ball

• Proactive and solutions-oriented — you don’t just resolve the ticket, you think about how to prevent the next one

• Comfortable working in a fast-paced, growing business where things change and improve constantly

• Strong attention to detail, particularly when processing returns, refunds, and order amendments

• Confident handling difficult conversations with professionalism and composure

• Genuinely motivated by delivering excellent service — it matters to you when a customer has a poor experience

Desirable

• Experience with helpdesk platforms such as Freshdesk, Zendesk, or similar

• Familiarity with ERP systems (we use Odoo, but full training will be provided)

• Experience working with both B2B and B2C customers

• Knowledge of the lighting, home, or interiors industry

• Experience with marketplace customer service (eBay, Amazon)

What We Offer for the Customer Service Advisor

• A key role in a well-established, growing business with real opportunity to shape how we serve our customers

• Full training on all systems and processes — we’ll invest in getting you up to speed properly

• A supportive, small team where your contribution is visible and valued from day one

• Modern tools including AI-assisted customer service technology to help you work smarter

• The chance to genuinely…