Customer Service Specialist
Owning the customer experience after the order is placed — confident, considered, fully resolved.
LOCATION - Lenton Lane, Nottingham
Monday 3 August 2026
SALARY - £28,000 base · ~£33,000 OTE (base + performance bonus)
HOURS - Full-time
About Cavari
Cavari creates architectural bathroom products for design-led residential projects, with scope to support larger private and commercial spaces over time. We are an early-stage, well-capitalised business launching in 2026, led by founders who have previously built and scaled successful e-commerce and distribution companies.
This is not a queue. It is ownership. When a customer has a question or problem - you take responsibility for the resolution and see it through - without passing them between people, and without asking them to chase anyone themselves.
What you'll do
BEFORE LAUNCH
Help shape the customer experience before we go live — learning the products in depth, refining response templates and the post-purchase journey, and setting up the systems that let us answer customers quickly and accurately from day one.
FROM LAUNCH
- Be the named point of contact across live chat, email, and phone — acknowledged quickly, answered clearly.
- Answer pre-purchase questions on specification, compatibility, and finishes with genuine product confidence, recommending the right product when it helps the customer.
- Own the post-purchase journey: confirm logistics, review the specification for gaps, and keep the customer informed without being chased.
- Handle delivery delays, damage, missing parts, and returns decisively — early, calm, factual communication, and a clear resolution path every time.
- Manage more complex delivery scenarios: access issues, phased projects, and clients fitting out more than one room or property.
- Spot patterns in customer questions and feed them back to improve product documentation, the website, and the sales process.
- Treat trade enquiries as priority, with the speed and commercial understanding that audience expects.
Who we're looking for
ESSENTIAL
- Experience in a customer-facing role at a premium or considered brand, where the standard of service was part of the product.
- An exceptional communicator across phone, email, and chat — clear, composed, and precise in writing.
- Comfortable with discerning customers and high-value orders, and confident holding a conversation about specification and product detail.
- Genuinely takes ownership: follows things through to resolution rather than handing them on.
- Organised and calm under pressure, able to manage several open projects at once without dropping detail.
HELPFUL BACKGROUND
- Showroom, account-management, or client-success roles at luxury interiors brands — bathrooms, kitchens, architectural products, or comparable.
- Customer experience at a high-AOV direct-to-consumer brand.
- An interiors or design grounding paired with commercial customer contact.