Customer Service Specialist

1 month ago

Bletchley, United Kingdom CV-Library Full time

About Soltherm

We are a leading provider of high-performance external wall insulation systems and solutions, with over 30 years of experience in the industry. Our focus is on delivering sustainable, energy-efficient insulation technologies that enhance the thermal performance of buildings, while also providing significant environmental and cost-saving benefits.

With a strong reputation for quality and innovation, Soltherm has grown into one of the most trusted names in external insulation solutions across the UK. We are committed to excellence in customer service, technical support, and product delivery, helping our clients meet their insulation needs while adhering to the highest industry standards.

At Soltherm, we take pride in fostering a collaborative and dynamic work environment where our employees can thrive and contribute to our mission of creating greener, more energy-efficient spaces.

Job Summary

We are seeking a dedicated Customer Service Specialist to join our customer service team in Milton Keynes. We have two exciting opportunities—one permanent and one maternity cover. The ideal candidate will be a loyal, hardworking individual with the ability to work both independently and as part of a team. We are looking for someone highly organised, efficient, and passionate about delivering excellent customer service, with the desire to grow within the company.

As a Customer Service Specialist, you will act as a liaison between our company and our valued customers, managing customer inquiries, orders, and accounts. You will ensure smooth communication, prompt problem resolution, and maintain an exceptional level of service.

Key Responsibilities

* Order Processing: Accurately process, monitor, and manage customer orders, forms, applications, and requests.

* Customer Support: Respond promptly to customer inquiries via phone, email, and other communication channels, ensuring satisfaction and professionalism.

* Issue Resolution: Acknowledge and resolve customer complaints, escalating issues when necessary.

* Product Knowledge: Maintain an in-depth understanding of Soltherm's product range to provide accurate information and support.

* Customer Communication: Serve as the main point of contact for key accounts, relaying important information to internal teams or other departments as required.

* System Management: Effectively manage customer data in the IFS system, ensuring all records are up to date.

* Documentation: Keep accurate records of customer interactions, orders, projects, and communications.

Key Attributes

* Communication: Strong verbal and written communication skills, capable of building trust and rapport with clients

* Organisation: Self-motivated, with excellent organisational and time management skills.

* Technology Proficiency: Good working knowledge of Microsoft Office Suite (Word, Excel, Outlook). Familiarity with CRM systems (e.g., IFS) preferred but not essential

* Problem Solving: Ability to handle customer queries and complaints with patience, empathy, and a solutions-focused approach

* Multi-Tasking: Proven ability to manage multiple tasks, prioritise workload, and meet deadlines in a fast-paced environment

* Telephone Etiquette: Excellent phone manner with active listening skills and the ability to manage urgent customer issues effectively

Technical Knowledge

* Basic proficiency in Microsoft Office (Word, Excel, Outlook)

* Ability to quickly learn and navigate customer relationship management (CRM) systems

* Familiarity with IFS or similar CRM systems

* Previous experience in external wall insulation or construction-related industries would be advantageous

Qualifications & Certifications

* Previous experience in a customer service or key accounts management role

* Relevant certifications in customer service or account management are advantageous but not mandatory

Other Details

* Job Type - Permanent / Maternity Cover

* Job Mode – Office Based

* Work Pattern - 5 days per week

* Salary Range – Industry best based on experience

Work Perks

* Casual dress

* Free on-site parking

* Monday to Friday, no bank holidays or weekends

Our Equality, Diversity, and Inclusion (ED&I) Statement

At Soltherm External Insulations LTD, we are committed to fostering an inclusive and diverse workplace where every individual is valued and respected. We believe that diversity drives innovation and enhances our ability to serve our clients and communities effectively.

We embrace equality in all aspects of our operations and actively promote a culture that encourages participation from all employees, regardless of their background, identity, or experience. Our aim is to ensure that everyone has equal access to opportunities, resources, and support within our organisation.

We recognise the importance of creating an environment free from discrimination, harassment, and prejudice. Our policies and practices reflect our commitment to inclusivity, and we continuously strive to promote understanding, acceptance, and collaboration among our team members.

At Soltherm, we understand that our differences make us stronger. By embracing diversity and championing inclusion, we are better equipped to meet the needs of our clients and make a positive impact in the communities we serve

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