Customer Service Advisor

Westcoast Ltd established in 1984, the Westcoast Group remains privately held with its distributor arm, Westcoast Limited, distributing leading IT brands such as HP, HPE, Microsoft, Lenovo, Apple, and many others to a broad range of resellers, retailers and office product dealers in the UK and beyond.
Westcoast Limited has grown to become the number one UK distributor for many of our vendors and customers. The Westcoast Group employs more than 1,600 people across a number of locations in the UK, Ireland and Europe. Our revenues have seen a sharp increase in recent years reaching £3.5 billion in 2020.
We are consistently ranked in the Sunday Times Top Track of the 100 Largest Privately-owned UK Companies, and are now the largest privately-held business in the Thames Valley region

Customer Service Advisor
Our Customer Service team work closely with our customers. As appointed advisors to a dedicated set of accounts, they build strong working relationships to enable them to best support and resolve varied post-sale queries and issues received. This team experience a broad range of queries and have a broad understanding of how the business operates.

What is the role?
Working as part of a Customer Service team in our Wholesale division, you will be the first point of contact for all post-sale queries relating to your dedicated account base.

How will you do this?

Working in a case-management style, you will manage each query through to resolution. You’ll liaise with internal teams, third parties and the customer to build a picture of what has happened and bring a suitable resolution for your customer.

**You’ll also have other tasks like**:

- Understanding the various return policies, validating returns requests, and raising RMA’s
- Providing Proof of Delivery (POD) and Credit Notes
- Monitoring query types and working with the Team Leader on any patterns/trends

Is this the role for you?
To be successful in this role you will have some of the following skills and experience and the desire to develop in other areas:

- Experience of working within a busy, pressurised Customer Service or Administration environment
- Methodical and applies logic to tasks and decision making
- Works effectively under pressure - maintaining exceptional levels of attention to detail
- Ability to adapt to changing situations with confidence and professionalism
- Able to work well within a small team and takes a flexible and collaborative approach to tasks
- An excellent communicator, internally and externally at all levels
- Well organised and capable of managing your time and prioritising a busy workload
- Able to work within tight guidelines and conform to strict SLA’s
- Experience working in a distribution business would be beneficial, but not essential

What will we do for you?
This is an excellent opportunity to develop your knowledge and understanding of the IT industry, build a career with a Sunday Times Top Track 100 business and develop strong, long standing industry relationships. We believe that people are our most important asset and that it’s important to reward and recognise their contribution, whether that’s through incentives, progression, or development opportunities.
- Full training and on-going Learning and Development support, with excellent career progression
- Funded NVQs or Apprenticeships, work-based studies, and professional qualifications
- Westcoast Wellbeing - including full EAP services, access to mental health counselling, virtual GP, Physiotherapy and Perks and Rewards
- Life Insurance
- Enhanced family leave policies
- Staff Purchases - Discounted IT, electronics, mobiles, and accessories
- Mobile phone contract discounts
- Employee referral bonus scheme
- Eye care scheme
- Cycle to work scheme

**Salary**: Up to £26,000.00 per year