Hammonds Furniture · 2 weeks ago
Pre-Installation Care Advisor – Fixed Term Contract (9 months)
Belpre, OH
Contract
Onsite
New Grad, Entry Level
£0/yr - £27K/yrHammonds Furniture is a family business that has been transforming homes for over 90 years. As a Pre-Installation Care Advisor, you will manage the customer journey during the last mile to installation, coordinating schedules and ensuring a smooth installation process while addressing any potential issues proactively.
FurnitureHome Improvement
Responsibilities
Own the customer journey during the “Last Mile” to Installation
Coordinate installer scheduling and customer communications to ensure readiness for installation
Handle direct calls from installers reporting absences, taking immediate action to resolve impact
Conduct proactive fitter check-ins to confirm attendance at scheduled jobs
Manage pulled installations on day of installation with urgency, contacting customers the same day to explain the situation clearly, take ownership, and work hard to find solutions or alternative dates
Collaborate with Transport, Manufacturing, and Resource Experts to identify and secure solutions quickly when installations are at risk, ensuring smooth coordination across functions
Handle pre-installation complaints with empathy and professionalism, balancing honesty with reassurance and keeping customers fully informed
Supporting to resolve late availability cases by reallocating resources where possible, minimising impact on customers
Carry out weekly proactive checks on upcoming installations to confirm customer and site readiness
Maintain accurate system updates and case notes to ensure visibility and accountability
Support colleagues by sharing workload and knowledge to ensure a smooth team operation
Qualification
Required
Experience in customer service, scheduling, or contact centre environments, ideally within logistics or installation
Strong organisational skills, able to coordinate schedules and manage competing priorities
Excellent communication and listening skills, with an empathetic approach to customers
Skilled in problem-solving and complaint handling, staying calm and professional under pressure
Reliable and dependable, consistently delivering on commitments and setting a positive example
A supportive team player, willing to share knowledge and help colleagues
Resilient and adaptable in managing high volumes of calls and cases
Flexible, proactive, and detail-oriented, ensuring accuracy and efficiency in scheduling and pre-fit operations
Committed to delivering excellent customer experiences and living company values: Be Real, Be Creative, Be Committed
Benefits
33 days of annual leave (including bank holidays)
Additional annual leave purchase scheme
Contributory pension scheme
Access to discounts through Perkbox
Generous Staff discount scheme
A supportive and creative team environment where your contributions make an impact
Company
Hammonds Furniture
Hammonds Furniture is a supplier of home, kitchen and office furniture.
Founded in 1926
501-1000 employees
Funding
Current Stage
Late StageRecent News
Retail Week
2025-10-10
Company data provided by crunchbase