Customer Services Advisor

37 ½ hours per week (Full Time, Permanent) Other hours considered.
c.£25,000 full time

Shipton under Wychwood/Homeworking

Putting the customer at the heart of everything we do.
Are you right for us – are we right for you?
An exciting opportunity with a values-led, forward-thinking company.

Founded 25 years ago, the Rooflight Company is a successful, employee-owned West Oxfordshire business with approximately 70 employees, designing and manufacturing rooflights and roof windows for the UK construction/specification market.

As a company, we are open and communicate clearly and regularly with everyone. We recognise and value the strengths each person brings to the team. We continuously challenge the norm to make improvements. We implement change. This has been endorsed by our recent WOBA award as 2020 Employer of the Year.

Our mission, in line with our guiding principles, is to position the customer experience at the heart of everything we do, know what the customer wants, where we add value and profitably deliver on this. This role is central to our mission.

As a Customer Service Advisor, you will be the first point of call for our customers when they need to contact us about our products. This may be for advice, a problem, a complaint, or to register their brand new rooflight. Our production team take every care to ensure our products are manufactured to the highest standards and our warranties reinforce the confidence we have in our products. On those occasions where customers need to get in touch, we need to deliver an exemplary customer experience.

This is an excellent opportunity to join this successful, growing, values-led, customer-focused organisation and become an employee-owner.

  • 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.
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