Customer Care Advisor

Lambert Brothers; Eastleigh; On-site; GBP 20,000; Full time

Job description

Salary: Market related
Reference: lam9

Lambert Brothers are recruiting a Customer Care Advisor to join their team. The role of the Customer Care Advisor will be to provide and promote a professional, customer-focused service to ensure that the needs of customers are being satisfied and a world-class service is being delivered and promoted across the Company.

Working Hours: Monday – Friday, 40 hours per week
Salary: £20,000 per annum
Additional Benefits:

1. Life assurance
2. Pension
3. Full Uniform and PPE
4. Onsite Parking
5. Cycle to work scheme
6. Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
7. Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

About the Job:

1. Utilise the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently and customers are kept updated;
2. Adhere to agreed customer service standards, service level agreements, policies and procedures across all customer service functions, and deal with queries promptly and appropriately by verifying understanding, answering questions and offering assistance to increase efficiency and service levels;
3. Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of company performance standards and business objectives;
4. Adhere to all Group HR, GDPR and Health & Safety policies to ensure both the Company and Group are fully compliant;
5. Oversee booking in of delivery times and follow up on timed deliveries, taking action where necessary to ensure customers are notified of any potential service failures;
6. Provide quotes to customers in line with agreed schedules and input this data into Stirling to ensure accurate data is being maintained.

Your Knowledge and Experience:

1. Knowledge of transport and warehousing is preferred
2. Both working and technical knowledge of CRM systems, preferably Sage
3. Working and technical knowledge of software management systems including Stirling and Contrado
4. Knowledge of product and pricing schedules
5. GCSE’s at grade A-C in English Language and Mathematics (or equivalent)
6. Experience dealing effectively with customer queries
7. Experience building and maintaining effective working relationships both internally and externally
8. Customer Account management experience
9. Full utilisation of a CRM system
10. Experience using software management systems
11. Ability to demonstrate, understand and apply our Company values. These are embedded in all roles and applicants must evidence these values as part of the application process: Safe, Talented, Attentive, Reliable.

An application for a DBS certificate will be required in the event of the individual being offered the position.