Customer Service Advisor

• A salary well above the usual for a customer service role, plus annual bonus
• 25 days holiday plus bank holidays, with the option to buy and sell
• One day a week from home once fully trained
• 37.5 hour week with an early finish on Fridays
• Pension and company share scheme

Our client is a well known international manufacturer with a premium brand and a long established reputation for quality. They supply trade and business customers across the UK, and their UK head office in Warwick is looking for a Customer Service Advisor to join a settled, close knit customer care team where people tend to stay.

This is not a scripted call centre job. As a Customer Service Advisor you will be the person customers rely on to get things sorted, with the systems, training and support to do it properly.

No two days are the same. One call might be a trade customer tracking down the right spare part, the next a distributor chasing an urgent delivery, and the next a warranty query that needs some detective work. You will look after your own accounts, so you will get to know your customers and build real relationships rather than working through a faceless queue.

Product knowledge comes with time and support from the team. What matters is strong customer service experience, a curious mind and a genuine enjoyment of solving problems.

• Handling customer service calls, emails and tickets, with live chat on the way
• Helping customers identify products, product codes, spare parts and compatibility
• Owning your own accounts, processing orders accurately on SAP and keeping customers updated through to delivery
• Dealing with queries on availability, pricing and deliveries
• Being the first line of support for warranty, quality and spares queries, resolving them first time where you can and escalating complex cases to the Customer Care Team Leader
• Sending out product information, completing product registrations and keeping customer records accurate
• Working with internal teams and external partners to close investigations quickly
• Putting forward ideas to improve the customer service process

• Solid office based customer service experience, such as B2B, order processing, trade counter, aftersales or contact centre
• SAP experience is a big plus, and a similar ERP or order processing system will be considered
• Confident on the phone and clear and professional in writing
  
  Comfortable juggling several queries at once
• Good with Excel, Word and Outlook, and quick to pick up new systems
• Dependable and committed, someone the team can count on
• A good standard of education, such as GCSEs or equivalent

Warwick, easy to reach from Leamington Spa, Kenilworth, Coventry, Stratford upon Avon, Southam, Rugby and Banbury, with quick access to the M40.

• Excellent salary for a customer service role
• Annual bonus
• 25 days holiday plus bank holidays
• Ability to buy and sell holiday
• One day per week working from home once fully trained
• 37.5 hour week with an early finish on Fridays
• Pension scheme
• Company share scheme
• Staff discount on company products
• Rewards and discounts portal
• Wellbeing programme with a dedicated yearly wellbeing calendar
• Mental health support advisers
• Long service awards
• Rated Outstanding by Best Companies

We work closely with our client’s customer care team, so we can tell you exactly what the role involves, who you will be working with and what the interview process looks like before you go in.

If you are a Customer Service Advisor, Customer Care Advisor or Customer Service Coordinator looking for a long term role with a respected international brand.