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Customer Service Advisor at Plank Hardware

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  • London
  • fulltime
  • ₤20000 - ₤23000 per year

PLANK Hardware: Customer Service Advisor


PLANK Hardware is a fresh new hardware brand selling accent hardware pieces via multiple online channels. It was founded in 2018 by Tom Revill, an entrepreneur and experienced e-commerce consultant, with the mission of enabling people to be creative in their homes and add their own finishing touches to their renovations. Tom’s co-founder Annie Aveyard joined the business in 2019 - Annie has a long standing finance career and most recently acted as Head of Finance at a scaling e-commerce furniture retailer. 

The brand has big plans for 2021, driving growth by focussing on range expansion, developing the B2B proposition and rolling out new B2C retail channels. The business is growing fast, is already profitable and is looking to achieve sustainable, profitable growth. 

The Role

This is an opportunity to take full ownership of Plank’s customer service function. Reporting to our Operations Manager and based in our Leyton Studio, the key duties will be as follows:

Customer Care Duties

  • Answering pre-order customer queries in all customer communication channels (Email, Etsy, Instagram, live chat and telephone), and giving product recommendations;
  • Owning the relationship with our delivery partners to ensure that parcels reach customers on time, and resolving any delivery issues;
  • Resolving any quality or damage issues with customers
  • Identifying trends and feeding back to management to identify and implement opportunities and solutions
  • Checking customer Trustpilot reviews and responding where necessary
  • Maintaining macro responses and aligning to the brands tone of voice


  • Highly Organised
  • Customer Service Experience, ideally in a consumer product based business
  • Excellent written communication skills and clear telephone manner
  • Dynamic and comfortable in a fast growing business


  • Company pension scheme
  • Private health plan
  • 20% Friends & Family discount
  • Opportunities to mix home and office working
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