Customer Service Specialist

Job details

  • Reference: TT-JW-NYYBVFM
  • Hours: 37.5 hours, Monday - Friday
  • Location: Leicester (map)
  • Salary: £18,270 basic plus up to 20% bonus


Who we are

Big things are happening at Topps Tiles. As Britain’s largest specialist tile retailer, selling only the very best quality on-trend products, £1 of every £3 spent in the UK domestic tile market is spent with us. We’ve just opened our 350th store and hit record sales of £215m. And we’re as big on career opportunities as we are on outstanding service and great value. After all, it’s brilliant, friendly, knowledgeable people that make us special. Right now we’re on a journey of exciting growth, as we build on seven consecutive years of success – there’s never been a better time to join the Topps Tiles family.

The Role

You will be the first point of contact dealing with enquiries from online and store customers. Providing backup to our store colleagues and resolving complaints in the interest of all parties. The role will utilise online tools, customer service portal, phone, web chat and email to deliver an excellent customer experience. You will engage effectively with colleagues across our network of stores and departments to ensure a ‘right first time’ outcome for our customers by demonstrating proactive problem solving analysis in a role that is solutions driven. Driving customer service excellence, this varied and challenging role provides root cause analysis in complaint types and highlights these to the business in order for corrective action to be taken. You will be responsible for supporting the department, Area Business Managers and their stores in bringing enquiries and escalated complaints to resolve in the interest of all parties

•Responsible for managing own case load, written/email communication and telephone enquiries.

•Be responsible for the assisting with the administration of the complaints process, including logging, ascertaining required information, liaising with stores, suppliers, internal and external customers

•To research each enquiry/complaint on its own merits and investigate thoroughly to ensure a full picture of the complaint has been ascertained in order to make recommendations for resolution/complaint rejection

•Regularly meet with Departments, Area Business Managers, Stores and to bring customer service issues to a resolution

•Collating data, statistics and updates for the Customer Care Manager

•Support our Web Chat enquiries and Online Services.

The Person

•Customer service experience with a calm, polite and professional telephone manner

•Experience of handling complaints by telephone, email, letter

•Previous proven complaints handling experience with an ability to organise, delegate and manage tasks effectively within a customer services environment

•Possess drive and be able to plan and prioritise workloads effectively

•An ability to communicate effectively with customers, stores and internal departments. This includes excellent listening skills.

•Able to accurately gather and enter data received via letter, telephone and email and have the ability to make decisions dependent on their content

•A proactive approach to work at all times and able to positively adapt to change

•An ability to network and build relationships with customers and internal colleagues

•Working knowledge of Microsoft Office, Excel.

•Well organised

•Logical, rational and possessing good common sense.

•Good team ethic with a ‘can do’ attitude. Be able to work well as part of a team or on an individual basis, including actively developing myself and others around me

•Calm and resilient. High emotional intelligence

•Ethical with a ‘do the right’ thing mentality

•Honest, reliable and loyal

What we’ll do for you

In a culture where hard work is recognised and great results are rewarded, you can look forward to a company bonus that will give you a share of our success as well as a bonus based on your personal performance (up to 20% of your base salary). Then there’s a generous staff discount, a Share Save scheme, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.


A career with Topps Tiles

There's plenty about Topps Tiles that might surprise you. Like the fact that you don't need to be a DIY or tile expert to work in one of our stores or Head Office.


A competitive salary.

Bonus and uncapped commission schemes (dependent on your role) that run four times a year, helping you to share in our success.

A generous staff discount scheme allows you to make purchases from our stores at below market price.

Enhanced maternity/adoption and paternity pay, and childcare vouchers.

A ShareSave scheme that allows you to invest in us and share our success.

Pension & Life Assurance schemes with company contributions available to help you provide for your retirement.

A wide range of discounts with selected companies including discounts on insurance, holidays and retail vouchers.

Holiday entitlement that increases with length of service.