Customer Service Advisor

**Salary**: Circa £24,000

**Job Type**: Full Time, Permanent
**Location**: Trafford Park

**Benefits**: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.
Reporting to the Business Manager, the Customer Service Officer will ensure the most efficient and effective service to the customers of the supply chain service. Providing excellent levels of assistance to field based operatives and support teams to enablethem to deliver services in the most effective and efficient manner.
**CORPORATE RESPONSIBILITIES**:

- To ensure the responsibilities of the post are carried out in a way that reflects the standards, vision and values of Great Places;
- To deliver value for money and manage resources effectively and efficiently, ensuring that targets (financial and non-financial) are met;
- To promote Great Places to employers, sector bodies, and the local community, developing effective partnerships with employers, the funding agencies and other representative bodies;
- To observe all policies / procedures / working practices / regulations and in particular to comply with Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy
- To undertake appropriate training and staff development.
- To identify and develop individual contribution in the delivery of the Great Places competency framework

**PURPOSE OF ROLE**:

- To ensure efficient and effective customer support in relation to supply chain services including replenishment of van stocks and individual operative orders.
- To effectively manage customer enquiries and orders to support high levels of service delivery
- To protect the customer experience and always try to achieve continuous improvement with the Distribution Centre.

**KEY RESPONSIBILITIES**:

- Liaising with customers effectively to provide high levels of customer satisfaction and commercial success
- To provide product knowledge and support to field based colleagues and support teams
- To manage the effective delivery of customers material order requirements
- Collating and co-ordinating van stock deliveries to ensure no deliveries are missed and all Operatives on each run receive their deliveries when expected.
- Answer incoming telephone calls, maintaining excellent customer service whilst dealing/resolving all issues.
- Ensure delivery dates and times are recorded accurately
- Prioritise and plan for any responsive Operative orders/collections.
- Use measures to ascertain effectiveness of van stock deliveries, time’s deliveries and void deliveries are met.
- Liaise with the planning teams for Operative holidays and sickness
- Processing orders by Operatives by sending purchase orders to suppliers

**CUSTOMER SERVICE ADVISOR**
Person Specification
**QUALIFICATIONS & PROFESSIONAL MEMBERSHIPS**:
Qualified to minimum GCSE grade C or equivalent in English and maths
**EXPERIENCE & SKILLS**:

- Experience of dealing with customers
- Experience in using warehouse based stock system
- Excellent customer service skills
- Industry product knowledge
- Use of full range of Microsoft Office
- Ability to complete tasks in an accurate and timely manner when working under pressure
- Attention to detail
- Clear and concise communication skills
- Good interpersonal skills
- Effective liaison with staff/other stakeholders to give information/find information/resolve problems
- Organisation and ability to time-manage work load
- Able to deliver a high standard of customer service
- The ability to develop and project a positive image of Great Places through personal, written and oral skills
- Excellent communication skills

**PERSONAL ATTRIBUTES**:

- Ability to work as part of a team as well as on own initiative
- Logical/problem solving mind set
- Proactive, can do attitude
- Self motivated
- Professional and value led with integrity, inclusivity and respect for diversity
- Commitment to work in partnership with others for the benefit of Great Places
- Ability to work flexibly and when needed outside normal working hours

Ref: 134 608