Customer Service Advisor

Role

Customer Service Advisor

Location

Stone

Hours

Full Time 37.5 hours a week Monday – Friday

Pay

£26k

Benefits

Free parking with easy access to rail and bus routes

Responsibilities

• Ensure active management of CS mailbox throughout the day, passing queries to relevant team members with as much information as possible.
• Pass any potential customer leads for new orders to the relevant Sales Representative/Application Specialist.
• Handle requests from Sales colleagues, be proactive, take ownership and provide comprehensive replies to anticipate further questions. Ensure responses are within KPI.
• Process all sales orders within 24 hours to a high degree of accuracy, proactively informing any issues or date changes to the customer.
• Ensure all complaints and credit returns are actioned within KPI expectation and logged accurately, enabling root cause analysis.
• Provide consistent follow‑up and proactive customer updates. Action any customer invoice disputes within KPI, working with customers, Sales and Finance to ensure customer satisfaction and first‑time resolution.
• Support service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution.
• Communicate significant complaints to the Customer Service Manager so that the relevant action is taken to address the complaint and minimise any adverse effect on the customer and company.
• Actively support the customer experience evolution to best in class.
• Ensure compliance to GDP, ISO 9001 and any other applicable quality standards.

Recruiter

Work Lyf Group is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy.

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