Customer Experience Advisor

Neptune HQ, Swindon - Permanent, full-time

The role

At Neptune, our Customer Experience team have a passion for our products and an appreciation that customers are at the heart of everything we do. Often the first point of contact for our customers and retail partners, they are resolution finders and product gurus so there's not much that this team don't know or can't find out. Ultimately, they genuinely care a great deal about the experience they give to everyone they encounter.

Their days are busy and varied, and always focused around helping others. From answering questions via email, phone and our popular web messaging system, they collaborate with the rest of Neptune to support customers and stores through every step of the order process, from initial product enquiries, deliveries, product ordering to after care, years down the line.
Every day you'll make a real difference to a lot of people, by:

  • Answering a wide range of questions over the phone, by email and web messaging live chat, ensuring our customers, colleagues and partners are happy
  • Progressing and prioritising customer requests on a daily basis and communicating order details
  • Day to day use of our internal database system (CRM) along with providing administrational support across the business
  • Devising and delivering a huge variety of solutions whilst contributing positively to all team activities
  • Managing orders in Neptune's order management system.
  • Welcoming all visitors and colleagues into Neptune, covering Reception where required
  • Working with a select number of our store partners (1-2-1) to drive collaborative working and address concerns efficiently

We're looking for someone who takes genuine pride in their work. To be successful in the role you will need to have exceptional customer engagement skills, a positive and practical approach to problem solving and experience of working in a world-class retail or customer service environment. You'll be articulate and have first-class interpersonal and communication skills, English and Maths GCSE (or equivalent) grade C or higher, strong administration and MS Office skills.
Our world continues to change we need to be there for our customers when they need us, so, much like our retail stores, our Customer and Retail Experience Advisors will be required to work flexibly on a rota basis including late evenings and weekends.
If you feel you have what it takes to help us go above and beyond in delivering service excellence, please send your up to date CV and salary details to us. In return we offer a competitive salary and a great range of benefits.

Across all locations, we stay united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real.

What Benefits we can offer you
At Neptune, we value our employees for always going above and beyond; we reward them by offering more than just a competitive salary:

  • Generous Holiday Allowance
  • Life Assurance
  • Enhanced maternity and paternity leave
  • Cycle to work scheme
  • Generous new item and factory outlet discounts
  • Competitive salary and discretionary bonus scheme
  • Perkbox: Wellbeing Hub and Retail Discounts Portal
  • Your birthday day off
  • Day off if you become a Grandparent
  • A week off if you get married
  • Refer a friend scheme
  • Long service holiday allowance increase
  • Training Workshops

We are a growing business that encourages our people to grow with us. Neptune's goal is to ensure we have a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyone's voices are heard.

Our Story
Founded in 1996 by friends John Sims-Hilditch and Giles Redman, Neptune design and make pieces for your whole home. Recognised for their exacting standards, design-led aesthetic and expert craftsmanship, they're perhaps most known for kitchens - with heirloom-worthy dressers not far behind. Neptune's trademark 'look' is British: refined, simple, sturdy, and with an almost obsessive attention to detail. They're also respected for their commitment to craft and quality. Put simply, they make things they're proud of, and that are designed to last a lifetime.