Customer Service Advisor

**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**: £24,000- £28,000 depending on experience (Pro-rata for part-time)

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

Founded nearly 30 years ago, the Rooflight Company is a successful, employee-owned West Oxfordshire/ Gloucestershire business with over 50 employees, designing and manufacturing rooflights and roof windows for the UK construction / specification market.

As a Company, we are open and communicate clearly and regularly with everyone. We recognise and value the strengths each person brings to the team. We continuously challenge the norm to make improvements. We implement change. This has been endorsed by our WOBA award as 2020 Employer of the Year.

Our mission, in line with our guiding principles, is to position the customer experience at the heart of everything we do, know what the customer wants, where we add value and profitably deliver on this.

Occasionally, our customers need 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 written and verbal communication skills that are of a high and professional standard, whilst always being clear in expectations to ensure our customers are: informed, have clarity, and are reassured.

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 that reflects our brand, so will need to be well organised and focussed when managing a number of customer enquiries at a fast pace.

You will be proactive in reporting any trends or key observations to the Customer Services Manager that supports 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, concisely and swiftly to all databases.
- Follow department processes and escalate any enquiries that fall outside of our processes to the Customer Services Manager.
- Prepare for and contribute openly in your monthly 1:1s with the Customer Services Manager.
- Complete a technical product training programme led by the Customer Services Manager.
- Lead by example and demonstrate the company values through your day to day work and interactions.

**QUALIFICATIONS & 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

**THE QUALITIES WE’RE LOOKING FOR**

As an employee-owned business, we encourage new ideas and customer-led thinking. We don’t accept quick fixes or unsustainable solutions. We believe it’s our responsibility to play our part in mitigating climate change and we have an ambitious target of achieving zero waste to landfill and being carbon neutral by 2026.

To succeed, you will need to demonstrate that your values and behaviours are aligned with ours - Integrity, Care, Empowered and Unity. Together, they create th