Customer Care Executive

Customer Care Executive / Colchester / Salary up to £35,000 Per Annum

We’re looking for an organised, efficient and customer centric Customer Care Executive to join a successful, family-owned supplier of educational supplies to schools across Colchester. Due to our growth plans as well as our dedicated approach to customer care, we are looking to hire a Customer Care Executive at our newly refurbished Colchester Head Office. As a member of the Customer Care team you will play a key role as part of an efficient and consistently reliable Customer Care Team delivering the very best service to our customers, with issue resolution and the customer experience at the heart of everything you do.

As a Customer Care Executive, you will provide first line support to customers by taking incoming calls and e‑mails to process orders, enquiries and resolve any issues they may have, working on and addressing these issues at source and unearthing any potential problems. At the same time, building a strong rapport with the customer to drive customer satisfaction and always looking for upsell and cross‑sell opportunities.

• Supporting customers by phone, e‑mail and web‑chat functions.
• Processing of orders, enquiries and quotations.
• Issue resolution, keeping customers informed of process, likely outcome and time frames, resolve issues in a smart way and helpful way.
• Stock management – helping to manage out of stock products, liaising with third party suppliers, warehouse/operations communication.
• Sales admin support to the sales team in sending out samples and providing back office support.
• Customer outbound contact to ensure outstanding levels of service are maintained.
• Upsell and cross sell opportunities.

• Confident on the phone, strong customer service skills gained in previous customer facing roles.
• Strong IT skills, proficient with Excel and experience with ERP and CRM systems.
• Good typing skills will be required for quick processing of orders.
• Organised and able to prioritise activities and multi‑task.
• Self-motivated with a positive can‑do attitude, resilient and reliable character.

• Permanent full time position.
• Salary up to £35,000 (DOE).
• Statutory pension and 25 days holiday + bank holidays.
• Ongoing support and coaching from both internal and external sources.
• Free Parking and staff BBQ’s.
• A friendly and positive team working environment and culture.

HBS Group is a growing, successful and well-established family-owned Educational Supplies business that has been at the forefront of the industry for over 50 years. With a client base that exceeds 3,000 schools across the South East, the company is focused on continuing to strengthen our position in the market with a product offering which already spans over 20,000 products with industry leading levels of customer service.