Customer Service Advisor

Job Advert

**Customade** **Group** is a manufacturer and supplier of uPVC and aluminium windows and doors to trade customers. We are pleased to announce that we now have an opportunity for a Customer Service Advisor to join our team in Stonehouse.

Reporting to the Customer Service Supervisor, the role requires all customer complaints and queries assigned to them, to be actioned efficiently and effectively, working strictly within Company guidelines and SLA's, ensuring a positive experience for the customer regardless of outcome

**You will**:

- Ensure all complaints / queries assigned to them have a first response within 24hrs
- Thoroughly investigates all complaints to understand root cause and therefore best course of correction action
- Ensure all complaints / queries are logged in the Case Management system when first assigned and then updated until closed, proiding accurate information to other departments regarding CoPQ
- Use the Case Management system, to monitor and manage own workload and to ensure complaints are resolved in the most efficient and cost effective way, whilst maintaining a positive service exeperience for the customer
- Proactively keeps customer updated on progress of their complaint
- Liaise with all internal departments, Production, Despatch, Purchasing, Sales, SOP etc, to ensure Customer expectations are met and delivered
- Answer all incoming calls within 3 rings
- Knows when to escalate a complaint if support required to resolve / customer unhappy with outcome
- Maintain a safe, secure, and compliant environment by operating within Company systems, policies, procedures
- Demonstrate our company vision and values

**Person Specification**
- A self motivated team player
- Excellent organisation, time management and administration skills
- Able to prioritise workload
- Able to work under pressure and remain calm
- Customer service can do attitude

**Key Capabilities**
- Strong investigation and problem solving skills
- Ability to identify trends / reoccurring issues and escalate to relevant areas of the business
- Able to balance business and customer needs including making commercial decisions where applicable and within authority level
- Offer ideas, creativity and maintains the highest standards
- Observant with the ability to spot discrepancies
- Accurate in data entry with a high attention to detail
- A good communicator with both internal and external customers, with the ability to de-escalate potential conflict situations and overcome objections
- Customer focused, with the drive and determination to provide a Best-in-Class service in all areas
- Professional represents Customade at all times

**Essential Experience**
- Previous customer service background either face to face or telephone based
- Needs to be self-motivated, courteous and have excellent verbal and written communication skills
- Excellent questioning and listening skills to enable customers to talk through their needs
- Able to understand technical requirements and communicate technical information effectively
- Team Player
- Computer Literate
- Good Telephone manner

**What we offer**:
**Salary**: £11.58ph (£24,086pa)

**Contract**: Permanent

**Hours**: Monday to Friday

Week 1 - Monday to Thursday 8am-5pm, Friday 8am-2pm

Week 2 - Monday to Friday 8am-4.30pm

**Location**: Stonehouse

**Benefits offered**:

- Annual holiday plus Bank Holidays
- Holiday Purchase Scheme
- Pension & Life Assurance Scheme
- Enhanced Maternity & Paternity Pay
- Uniform provided
- Training and Succession Planning
- Social events throughout the year
- Employee discounts on our products
- One day’s paid volunteering leave to support your chosen charity

**_
Manufacture a better future, visit customade.co.uk/careers_**

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