• Respond professionally and efficiently to all new customer service enquiries
• Assist with warranty, complaints, product exchanges & returns, technical support and product registrations.
• Provide solutions that meet with the customer requirements
• Provide an excellent level of customer service and a high standard of technical support to aid in maintaining of the company’s reputation and encourage repeat custom.
• Prepare customer quotations, place customer orders and process payments.
• Manage the return of goods by arranging courier collections and processing credits for customers.
• Provide regular feedback to the Customer Services Manager in relation to complaints, trends and improvements.
• Administration and maintenance of the database and CRM
• Work individually as well as part of a high performing team.

Skills

• Excellent telephone manner
• Excellent oral and written skills
• Experience of complaint handling
• Highly organised with the expertise to prioritise
• Enjoy learning about new products
• Ability to identify customer needs and propose solutions
• Capable of working under pressure, remaining calm with a professional approach at all times
• Attention to detail and a desire to deliver an excellent customer experience every day
• Excellent communication and listening skills
• Problem-solving

Personal Attributes

• Flexible and motivated team player with a positive attitude
• Able to develop good working relationships with other teams and customers
• Enjoy taking tasks through to completion
• Capable of handling multiple tasks at once
• Demonstrates integrity, care, empowerment and unity at all times

Education

• Educated to A level
• GCSE Maths and English grades A-C (9-5)
• MS Office

Desirable

• Experience of working in customer services, aftersales or sales
• Knowledge of B2B and B2C customer environments

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 2024.

To succeed, you will need to demonstrate that your values and behaviours are aligned with ours – Integrity, Care, Empowered and Unity.  Together, they create the environment where company and personal growth is encouraged, nurtured and recognised.

Candidates must be able to demonstrate that they are aligned with our company vision and values and adopt the following behaviours in their dealings with our employees, customers and suppliers:

Integrity

• We give and receive honest and constructive feedback.
• We hold ourselves and each other accountable for our words and actions.
• We don’t blame, we learn and grow.

Care

• We work to the best of our ability and take pride in our work.
• We continuously work in the best interests of our community and our environment.
• We show active interest in others’ wellbeing and treat them with respect and compassion.

Empowered

• We trust each other to make well-informed, responsible decisions.
• We let people know we believe in them and encourage them to grow in knowledge and skills.
• We continuously challenge the norm to make improvements and implement change.

Unity

• We support each other to achieve our shared goals and celebrate our successes.
• We recognise and value the strengths each person brings to the team.
• We are open and communicate clearly and regularly with everyone.