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Customer Support Executive

2 weeks ago

Motherwell, United Kingdom Venneir Full time

**Location**: BioCity Lab, Motherwell
**Hours**: 35 per week (Monday-Friday, 9am-5pm)
**Salary**:£13/hour — £23,660 per year (Full-Time)**

**About the Role**

We’re hiring a **Customer Support Executive** to join our on-site team at BioCity Lab in Motherwell.

You’ll work alongside our **Aftercare Specialist** and our **WhatsApp Support Lead**, collaborating daily with our **lab and dispatch teams** to resolve customer issues quickly and professionally. This role calls for someone who understands **consumer behaviour and psychology**, and who can **turn a 1-star review into a 5-star customer experience** through smart, empathetic communication.

**What You'll Be Doing**
- Make and receive **phone calls** to resolve customer concerns
- Use CRM tools to track, update, and follow through on customer issues
- Work closely with the **Aftercare Specialist** and **WhatsApp Support Lead**:

- Liaise with **lab and dispatch teams** to ensure accurate communication
- Spot recurring issues and feed insights back to the wider team

**What We’re Looking For**
- 2+ years in a customer service, complaint resolution, or account support role
- Excellent phone manner and strong written communication skills
- Knowledge of **consumer psychology** and how to manage difficult conversations
- Able to de-escalate, reassure, and build loyalty through problem-solving
- CRM experience preferred, or willingness to learn fast
- Professional, organised, and able to prioritise in a fast-paced team
- Available to work on-site at BioCity Lab, Motherwell

**What You Get**
- **£23,660 annual salary (based on £13/hour, 35 hours/week)**:

- Free on-site **gym membership**:

- Access to **cafeteria, pool table, air hockey**:

- Free on-site parking
- Work within a fast-growing brand that values communication and care

**Job Types**: Full-time, Permanent

Pay: £23,660.00 per year

**Benefits**:

- Canteen
- Casual dress
- Employee discount
- Free parking
- Gym membership
- On-site gym
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- CRM software: 2 years (required)
- Complaint handling: 2 years (required)
- Customer relationship management: 2 years (required)
- Customer support: 2 years (required)

Work Location: In person

Reference ID: CUSTOMERSERVICE
Expected start date: 19/05/2025