Pre-Installation Care Advisor

Overview

Join to apply for the Pre-Installation Care Advisor role at Hammonds Furniture

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 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.
• Support 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.

You will bring

Employment details

Benefits

We are a family business that has helped people transform their homes for over 90 years, with over 20 showrooms nationwide. If you are driven to ensure every installation starts smoothly and to support customers and installers, you'll make a real impact here.

J-18808-Ljbffr