Customer Services Advisor
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Position Overview & Specifications
Customer Service Advisor
There has never been a better time to join The Works! We are extremely successful market leaders boasting year on year growth both within our high street stores and online and what an amazing journey we are on!
About The Role
Our customers are at the heart of our amazing company and our vision is to deliver excellent customer service across all aspects of the business and to the public. This role is all about looking after our customers; whether the customer is looking to place an order with us, or has a complaint to make about one of their purchases, it is your job to work with them to exceed their needs or to get a win-win situation.
In order to be successful you will:
- Respond to customer emails and telephone calls in a prompt and professional manner
- Handle enquiries ranging from order and delivery status, general product information, right through to technical issues.
- Deal with customer refunds and returns requests
- Liaise with internal teams and external third parties, such as payment partners and courier providers
About You
You will have a real desire to create fantastic experiences for every customer that you deal with. You will be able to build rapport and emphasise with customers, and be able to manage difficult situations to help find a solution to the problem. You will have passion for delivering great customer service, and ideally have worked in a customer service focused background previously. You’ll be a fast learner, with a good basic knowledge of computers and excel.
About The Works
Our mission is to be the customer’s first choice for good quality, great value Gifts, Arts, Crafts, Hobbies, Stationery, Toys and Books. The Works sell over one million products every week to consumers looking for a bargain. With over 3000 employees, we have a network of over 400 stores (and growing… fast!) and an E-store which makes the amazing value products The Works provide available 24/7 – theworks.co.uk.
The huge range of stock accessible to customers is perfect for everyone from all walks of life. The product range is constantly changing and consists of more than 40,000 different products each year. The Works sell both big brand and own-branded products, all at discounted prices. Customers find hundreds of new lines on sale every week, meaning that they will find something new and exciting every time they visit The Works, hence the company’s motto ‘What will you discover?’
Our Store Support Centre is based in Hams Hall, Coleshill, Birmingham.
INDHEADOFFICECandidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Other Retail Shops
Based on transatlantic hiring benchmarks for Customer Services Advisor roles across The Works's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Other Retail Shops.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £16,374 - £19,873 bracket, including retirement vesting and health parity.
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