Aftersales Specialist

To manage and coordinate all aftersales enquiries from end users (homeowners), delivering a seamless and high-quality customer experience. The role is responsible for driving revenue growth through direct-to-consumer (D2C) engagement, maximising margin on every opportunity, and ensuring complete customer satisfaction from enquiry through to order completion. The role will play a key part in shaping the aftersales and D2C offering, establishing best practices, and driving commercial performance, requiring a proactive and adaptable approach. What you will be doing: * Delivering an outstanding customer experience by responding promptly and professionally to all enquiries across phone, email, and web. * Supporting customers throughout their buying journey, from first contact to final order, ensuring their needs are clearly understood and met. * Guiding customers confidently through virtual and in‑person appointments, helping them explore products, design options, and solutions that best fit their goals. * Creating and refine kitchen designs and quotations that are accurate, inspiring, and aligned to customer preferences. * Processing orders with care and attention to detail, ensuring customers receive a seamless and reliable service. * Proactively identifying ways to add value for customers through personalised recommendations, upselling, and cross‑selling where appropriate. * Collaborating closely with internal teams to resolve queries quickly and ensure a smooth, stress‑free experience for every customer. * Maintaining high standards of compliance to protect customers and uphold company trust. * Building strong, positive relationships with customers and colleagues, reinforcing our reputation for exceptional service. * Keeping the aftersales website updated and customer‑friendly, ensuring it supports easy navigation and further sales opportunities. * Continuously looking for ways to enhance the customer journey and improve how we work. What We’re Looking For: We’re interested in people who naturally bring: * Customer-Centric Communication & Service Excellence * Commercial & Sales Acumen * Attention to Detail & Operational Accuracy * Ability to work in a showroom-based role in Lancing, providing in-person support and guidance to customers. * Willingness to work within a retail shift pattern, covering 37.5 hours across 5 days on a 7‑day rota. * Ideally, previous retail or customer-facing experience, demonstrating comfort in a sales-oriented environment. * Ideally, some knowledge of kitchens or home design, though not essential as full training will be provided. Benefits: * Commission Scheme * 25 days’ holiday, rising with length of service (plus 8 bank holidays) * SMART Pension Scheme * Health Cash Plan to claim back every day healthcare costs * Employee Assistance Programme – wellbeing, legal and emotional support * Life Assurance - 2× basic salary * Holiday purchase scheme (up to 6 weeks total leave) * Bike2Work Scheme * EV Salary Sacrifice Scheme (after 6 months) * Employee discount scheme for kitchens, appliances and staff sales