Customer Relationship Partner

As a Customer Services Advisor, you will provide market leading customer service to all sales channels including the Bailey retailer network, Bailey end consumers, PRIMA trade and PRIMA end consumers. You will also be responsible for reviewing and processing Bailey warranty claims.

You will work closely and collaboratively with other team members as well as internal departments such as PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing. You will communicate professionally and proficiently with external stakeholders such as suppliers and courier providers when handling outstanding queries or complaints.

• Deliver excellent customer service with a positive, solution-focused approach to queries, warranty claims, and complaints
• Handle customer contact via phone, email, and letter, ensuring accurate information capture and timely responses in line with Service Level Agreements (SLAs)
• Manage a varied workload including enquiries, warranty processing, and locating parts using technical drawings and internal systems
• Communicate professionally with customers and internal stakeholders, including managing difficult conversations when required
• Work collaboratively within the Aftercare team to resolve issues, meet Key Performance Indicators, and continuously improve processes and product knowledge through training and development

• Experience handling customer queries via phone and multiple sales channels.
• Strong communication skills, both written and verbal, with the ability to manage complaints and escalations professionally.
• Proven ability to work to KPIs and targets in a fast-paced environment.
• Highly organised, self-motivated, and driven with a positive, can-do attitude.
• Manufacturing or retail experience, and knowledge of warranty or technical claims, is desirable.

• Ensure quality in customer service delivery, always acting professionally and in line with business processes.

• Be pro-active in addressing issues or concerns.
• Be open to identifying ways to improve your performance or processes within your role

• Show willingness to help other team members.
• Desire to learn and develop and apply new skills.

• Effectively collaborate with other departments to achieve the best outcomes.
• Always demonstrate a positive attitude towards conflict resolution.

At Bailey of Bristol, we’re proud of the people behind our products. We’re building a team where different perspectives and experiences are valued, and we welcome applications from all backgrounds.

Our Customer Services team are the friendly voice of Bailey and PRIMA Leisure, helping our customers and retailer partners with questions or queries about our Bailey or PRIMA products.

Our fast-paced team are the first point of contact for many external parties, representing the business and a delivering market leading experience to all our customers. The team are also responsible for our warranty function, processing incoming claims in a timely manner and dealing with any queries in relation to requests.

Bailey of Bristol is one of the UK’s leading manufacturers of leisure vehicles, with a proud history of craftsmanship and innovation. We are committed to producing high-quality leisure vehicles that inspire adventure, and we take pride in our skilled workforce, strong team culture, and dedication to excellence.

We have been building Bailey leisure vehicles here in South Bristol since 1948 and are now very much part of the local community. We are also the tenth largest private company in Bristol and the largest recruiter in the area.

The majority of our…