Job Title : Customer Support Advisor Salary: £24,000 to £27,000 per annum depending on skills and experience. Location: Based at our Stockton-on-Tees office, TS17 9NT. Hours: This is a full time position. Currently working hours are around 9am-5pm Monday-Friday although, these hours are subject to change in the future. About us Additional Lengths is a leading hair extension specialist dedicated to providing exceptional products and services B2B and B2C. We own D2C extension haircare specialist additionallengths.com and premium professional hair extension brand and industry leader Remi Cachet. Our mission is to redefine the high growth hair extension category through cutting-edge formulations, the largest colour and application methods available, customer satisfaction, ethical practice and longevity. We strive to be the very best, and we’re building a team to get there… With our rapid growth trajectory, we have huge opportunities for our people to learn, develop and collaborate. If you are passionate, innovative, and want to work for a Sunday Times Best Place to Work then we’d love to hear from you. About the Role: Reporting into the Customer Support Manager, our Customer Support team plays a key role in delivering outstanding support to our Additional Lengths and Remi Cachet customers. You will be responsible for providing exceptional customer experiences by addressing various queries related to product information, delivery concerns, account support, and more, across telephone, email, WhatsApp, and social media. Additionally, you will manage the trade application process for the Remi Cachet brand, approving qualifying applications and guiding newly approved customers through the onboarding process. This role provides an exciting opportunity to enhance your customer service skills and grow within a supportive, dynamic team. You will also play a pivotal role in customer retention and engagement, working collaboratively with Sales Managers to foster long-term customer relationships, drive retention, and contribute to overall business growth. Key Responsibilities: • Customer Support & Retention: Handle day-to-day customer inquiries and provide timely, effective solutions to ensure a positive experience with Additional Lengths and Remi Cachet. Work alongside Sales Managers to enhance customer satisfaction and build long-lasting relationships. • Customer Care Excellence: Resolve customer concerns by identifying the root causes and provide thoughtful, tailored solutions that ensure customer happiness and loyalty. • Customer Onboarding: Support Sales Managers in onboarding new customers, ensuring a smooth and seamless process. • Proactive Engagement: Monitor customer activity and work with Sales Managers to proactively engage customers, improving retention and identifying new business opportunities. • Customer Data Management: Maintain accurate customer records, reflecting interactions and preferences. • Continuous Improvement: Provide feedback on processes and customer interactions to enhance the customer experience. • Sales Support: Assist Sales Managers in identifying upselling and cross-selling opportunities to increase average customer spend and order frequency. About You: We are ideally looking for someone with: • Experience in phone-based and written customer service, ideally in a fast-paced environment. • Proficient IT skills, with the ability to use various systems effectively. • Excellent communication skills with a solution-focused attitude. • A customer-centric approach with a passion for delivering high-quality support. • Strong listening skills with the ability to empathise and resolve customer concerns. • A proactive mindset, with the ability to seek out opportunities to improve processes and customer interactions. What’s on Offer: In addition to a competitive salary based on experience and knowledge, you will receive: • 25 days annual leave plus public bank holidays. • A work culture that encourages collaboration and innovation, allowing you to be your true self while fostering personal growth. • Opportunity to work in an innovative, forward-thinking team, shaping the future of haircare. • Career growth with personalised development and progression opportunities. • Creative freedom to influence and shape the voice of our exciting brands. • Enhanced family leave and occupational sick pay. • Healthcare cash plan for everyday health and wellbeing essentials. • Enhanced pension scheme for future savings. • 40% discount on our products and 20% off third-party products. • Death-in-service payout of four times your salary in the unfortunate event of passing while employed. • A refer-a-friend bonus for every successful referral. Recruitment Process: We will be reviewing and shortlisting applications from the beginning of January. First-stage video interview with our Customer Support Manager and People & Culture Manager. Second-stage face-to-face interview at our Stockton-on-Tees head office to meet our Head of Sales & Customer and Operations Director. Position Keywords: You may have experience as a Customer Service Advisor, Customer Support Advisor, Customer Experience Representative, Customer Operations Specialist, Call-Centre Representative, Customer Care Specialist, or Client Relations Executive.