Customer Service Advisor - Retail

With our brands AXOR and hansgrohe, the Hansgrohe Group creates inspiring moments with water. We set the standard worldwide with cutting edge design and technology that is embedded in the DNA of all our products. This is made possible by our nearly 4,800 employees at our 55 company locations worldwide. Our values in innovation, design, quality and responsibility unites us. Welcome to the global player from the Black Forest.



  • Front line customer service advisor covering all aspects of customer sales support, technical support and after sales, all claims and any queries from customers are processed/handled in an efficient and effective manner, adhering to our values and customer experience principles.
  • Mainly looking after, but not limited to, the retail sales channel, communicating with both B2B and B2C contacts, fostering long term relationships with key contacts, partnering the Area Sales Managers driving all company and team objectives.
  • Liaising with the customer on any query they may have regarding technical specification, purchasing and servicing our products, whilst constantly striving to enhance and improve the customer experience.
  • To maintain and promote to other team members and colleagues an outstanding level of customer experience.


  • Provide advanced product/service information and respond to complex customer escalations coordinating with key stakeholders.
  • Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.
  • Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
  • Act as a first point of contact for resolving customer queries and complaints.
  • Provide exceptional service to customers to encourage continued use of the organisation’s products/service.
  • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Maintain an understanding of relevant technology, external regulation and industry best practices.

Technical Competency

  • Communicates Effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
  • Ensures Accountability - Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
  • Navigates Customer Challenges - Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organisation. Typically works without supervision and may provide technical guidance. Listens nondefensively to angry/upset customers; Defuses customer tension; Explains and addresses customer issues; Offers appropriate goodwill gestures; Keeps promises made to the customer; Prepares for commonly encountered customer challenges; Assists multiple customers simultaneously.
  • Action Orientated - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.


Secondary/Intermediate + (5 GCSE)


Sound experience and understanding of procedures or systems (7-12 months)


This role is based at Hansgrohe Limited, Units D1, Sandown Park Trading Estate, Royal Mills, Esher, Surrey KT10 8BL

If you have further questions about this vacancy, give us a call

Rachael Tierney | 01372472059 

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