Customer Consultant

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 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 almost 15 years old, and in that time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people. Our three websites – Drench, Tap Warehouse and Only Radiators – are growing from strength to strength, and we’re looking for a Customer Consultant to help us continue our growth journey.

For many of our customers, choosing a new bathroom or kitchen is a big and exciting decision. 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 catching up in the office during planned visits and are always keen to see each other in person then. 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 may be required.

WFH at all other times is fully supported.

• 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.

• 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

• 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…