L shape contemporary kitchen with james burleigh table, normann chairs in farrow and ball railings

Job Opportunity – Marketing Support Specialist

POSITION CLOSED

Job Title: Marketing Support Specialist
Reports to: Marketing Manager
Location: Bristol

 

Overview:

We are an independent kitchen design, manufacture and installation company based in Bristol and working throughout the UK. We trade as Sustainable Kitchens and Honest Kitchens under the overall business name of Honest Living Limited. Our award-winning kitchens are created with the highest quality and sustainable materials to help inspire a
sustainable lifestyle.
We are looking for an enthusiastic Marketing Support Specialist to act as our initial contact for potential, current and previous customers. The successful candidate will be responsible for responding to all client contacts and ensuring high standards of service at all stages from initial contact to final follow up.
This is a very exciting opportunity for a self-starter to join a small company with big ambitions. You will work alongside a highly motivated team with a passion for quality. Your goal will be to provide outstanding customer service to our clients by responding to all customer enquiries, passing qualified leads to the Design team in an efficient and effective manner, tracking outstanding sales leads, developing and implementing effective customer service procedures, incentivising referrals from previous clients, and measuring customer
satisfaction. The ideal candidate will have proven experience in a customer service position responding to homeowners, and will have excellent verbal and written communication skills. Reporting to the Marketing Manager, the position is likely to appeal particularly to recent graduates who would like to pursue a career in Marketing and Sales.

Key responsibilities:

Customer response

  • Qualify and rate sales prospects via phone, live chat and email 
  • Respond to all enquiries immediately they arise
  • Communicate courteously with customers by telephone, text, email, and letter as appropriate
  • Pass all high value enquiries to the Managing Director, especially those for London
  • Maintain the customer visits diary for the Managing Director   
  • Arrange consultation visit or follow-up contact by the Design team 
  • Send out electronic or hard copy Lookbooks as required
  • Address customer issues quickly, calmly and confidently
  • Investigate and resolve customers’ concerns 
  • Handle customer complaints and changes to arrangements, such as installation delays
  • Provide hampers to customers who successfully refer new customers
  • Arrange refunds or compensation to customers
  • Improve customer service procedures, policies and standards

Sales tracking 

  • Maintain and update daily the status of all qualified leads
  • Review regularly the probability of success for all outstanding  enquiries
  • Track the conversion success and customer satisfaction rates for individual designers 

Documentation

  • Accurately record information and details of all contacts in HubSpot 
  • Develop and maintain standard documentation for all responses to customers
  • Send out written information for customers, such as guarantees  
  • Maintain accurate records and document all customer service discussions
  • Prepare customer satisfaction statistics and review all responses

Team support

  • Work with management to improve the lead qualifying processes 
  • Review possible improvements to customer service with all teams
  • Assist all staff to deliver a high standard of customer service
  • Support team training on the handling of customer service issues

Personal qualities:

As a key member of a small, growing company, you will demonstrate:

  • Excellent written and verbal communication skills
  • Professional phone etiquette with a confident, friendly voice 
  • Great ability to multi-task with email management, phone and live chat communication with prospects
  • Proficiency in Microsoft Office and customer service software.  Knowledge of HubSpot would be an advantage
  • Excellent people and relationship skills
  • A passion for continuous improvement in product, services and systems 

Desirables

  • A strong interest in and knowledge of kitchens and interior design 
  • A passion for quality and environmental responsibility

Systems experience

A good working knowledge of some or all of the following cloud-based systems would be an advantage:

  • CRM Systems – HubSpot
  • Task Management Systems – Asana
  • Time Scheduling Systems – Teamweek
  • Time Tracking Software – Harvest
  • Cloud Filling – Google Drive & Dropbox 

KPIs:

  • Your primary KPI is Customer Satisfaction
  • Subsidiary KPIs include Referrals % and Speed of response to enquiries

Remuneration:

Salary:       £20,000 – £25,000 depending on experience

Holidays:   22 days + statutory holidays, rising with length of service
Pension:    Employer contribution of 3% of salary
Contract:   Full time

 

 

TO APPLY – Please email us at jobs@sustainablekitchens.co.uk with a cover letter and CV

We are open for online consultations so please do get in touch.