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Customer Service Advisor

4 months ago

Bourton on the Water, United Kingdom The Rooflight Company Full time

**CUSTOMER SERVICE ADVISOR**
- **Providing technical solutions to Architects, Builders and Homeowners.**_

Minimum of 24 hours - Maximum of 37 ½ hours per week. Finding the right person for this role is essential so we are happy to consider both part time and full time applicants for this role. Part Time applicants will need to be able to offer a minimum of 24 hours spread over a minimum of 4 days that includes a Monday and a Tuesday.

**Salary**: £25,000- £28,000 depending on experience (Pro-rata for part-time)

Working in Bourton on the Water.
- **Are you right for us - are we right for you?**_
- **An exciting opportunity with a values-led, forward thinking company.**_

As Customer Service Advisor you will be responsible for supporting our customers with technical support after they have received their orders. You will need to be confident in asking key questions to understand the true needs of each customer and offer an appropriate technical solution, for which training will be provided.

You need to be customer focussed with exceptional written and verbal communication skills, whilst always setting expectations to ensure our customers are well informed.

You will need to have emotional resilience with the ability to remain calm and focused during in-depth customer conversations.

You will be delivering a high-quality service, which reflects our brand, so will need to be well organised and focussed when managing a number of customer enquiries at pace.

You will be proactive in reporting any trends or key observations to the Sales Manager to support the continual improvement of our customers’ experience.

You will be committed to maintaining our professional brand reputation, be excited by continuous learning and development and have a personal enthusiasm for delivering excellent customer service.

You’d be joining a successful, growing, values-led, customer-focused organisation and become an employee-owner.

The Role and Accountabilities
- Take full ownership of customer enquiries, providing regular updates and managing expectations throughout the customer journey.
- Prepare quotations, orders and proposals whilst ensuring customer data is inputted accurately and swiftly to all databases.
- Follow department processes and escalate any enquiries that fall outside of our processes to the Sales Manager.
- Prepare for and contribute openly in your monthly 1:1s with the Sales Manager.
- Complete a technical product training programme led by the Customer Services Team.
- Lead by example and demonstrate the company values through your day-to-day work and interactions.

Qualifications and Experience
- Prior experience isn’t essential but experience of working with other people, an understanding of customer service and a genuine desire to help people is essential.
- Exceptional communication skills are required with the emphasis on building and maintaining strong working relationships with both internal and external customers.
- Problem solving and multi-tasking in a fast-paced environment with a flexible and adaptable approach will support you in working as part of a team.
- Self-awareness, positively embracing change, a love for learning and a commitment to continuous personal development will be essential to support your development in Customer Services.
- The role involves developing a good technical understanding so attention to detail is key and experience of following technical instructions would be beneficial.
- A working knowledge of Microsoft Office is required and the ability to navigate an ERP system

What we value

As an employee-owned business, our mission is driven by our three Guiding Principles - Values-led Culture, Innovation and Long-term Sustainability. These principles guide our Directors, Trustees and Co-owners in their decision-making and activities.

To succeed, you will need to demonstrate that your values and behaviours are aligned with our four values - Integrity, Care, Empowerment and Unity - each associated with specific behaviours. Together, they create an atmosphere where personal growth is encouraged, nurtured, and recognised.

**Job Types**: Full-time, Part-time, Permanent

Pay: £25,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- Gym membership
- Health & wellbeing programme
- Sick pay

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Bourton on the Water: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

Work Location: In person

Application deadline: 07/07/2023
Reference ID: Customer Service Advisor