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Customer Service Advisor - Consumer

Company:  Exertis UK
Salary:  £20,000

GB, BB12 7BF

Contract Type:  Permanent
Date Posted:  02-Aug-2022

We are looking for a Customer Service Advisor to join our newly formed Direct to Consumer Team. This team deals directly with the general public who have purchased products directly from Exertis and not via a retailer. The successful Customer Service Advisor will be provided with FCA (Financial Conduct Authority) and Consumer Law training to meet the requirements of this role.

Your Day-to-Day as a Customer Service Advisor
•    Managing inbound emails and occasional calls for internal (Sales/Credit Teams) and external Customers.
•    Customer delivery enquires - involving consulting with Couriers, Sales, Credit, Warehouse Teams (multi-sites) to ensure prompt resolution in line with KPI's.
•    Raising return and replacement sales orders.
•    Create, manage, organise, and update relevant data / reports using database applications and spread sheets.
•    Processing carrier claims in line with Service Level Agreements.
•    Demonstrate a strong awareness of and commitment to Ethics and Compliance and the DCC Group Code of Conduct.

Role Requirements
•    Ability to influence and negotiate at all levels.
•    Attention to detail - able to report, analyse and interpret data and present back to a varied audience.
•    Organisation skills - able to plan and prioritise time to deal with conflicting priorities.
•    Computer literate, with a strong working knowledge of Microsoft Excel/Word.
•    Self-motivated with a positive outlook, always willing to rise to a challenge.


What’s in it for you?
It’s important to us that our people love what they do and in turn we put together a benefits package that rewards a job well done. We’ll give you:
•    23 days holiday from start increasing up to a maximum of 27 days with length of service 
•    Private medical insurance (delete if not applicable)
•    Access to a Cash plan provided by Healthshield 
•    Income protection scheme (including access to a wellness early intervention scheme)
•    Access to cycle to work scheme 
•    Employee assistance programme 
•    Death in service 
•    Holiday purchase scheme 
•    Loyalty award at key service milestones 
•    Enhanced, Maternity, Shared Parental, Paternity and Adoption pay  
We value diversity and inclusion and champion a culture where everyone feels valued, included and celebrated. We’re open to conversations about flexible working. If it’s right for our customers, our business and for you then we’ll do what we can to support it.