Customer Care Consultant

Stannah Group; Andover; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Market Aligned Salary

Profit Share Bonus

25 days holiday

Holiday buy scheme

Pension Scheme

Healthcare plan

Life Assurance

Employee Assistance Programme

Job summary

Stannah Group in Andover is seeking a Customer Resolutions Advisor to join our Customer Service Team at the head office. You will handle queries, investigate concerns and work with engineers, contractors and customers to achieve positive outcomes.

The role offers a rotating shift pattern between Monday to Friday 8am-8pm and weekends 9am-5pm during training, with a 12 month fixed term and a salary of £26,000 per annum plus a blend of home and office working after training.

Qualifications

• Excellent verbal and written communication skills with a friendly, positive and professional approach.
• Strong organisational skills with the ability to prioritise workload and manage multiple queries effectively.
• A natural passion for helping customers, combined with empathy and effective problem-solving abilities.
• A positive, can-do attitude with a willingness to learn new skills and work collaboratively across teams.
• Previous experience in customer service roles is advantageous but not essential.

Responsibilities

• Manage customer queries and complaints via phone, email and written correspondence, delivering excellent customer service at all times.
• Investigate issues thoroughly and work with internal departments to identify and implement effective solutions.
• Support installation-related issues by coordinating with engineers, contractors and customers to minimise delays and disruption.
• Maintain accurate records of customer interactions, actions taken and agreed outcomes within company systems.
• Build positive relationships across Stannah teams and negotiate appropriate resolutions to achieve the best outcome for customers and the business.

Skills

Excellent communication

Organisational skills

Customer-focused

Problem-solving

Job description

Company Description

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Company Description

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence. Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business. The family is in their fifth generation and plays a hands-on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, and homelifts. We also provide maintenance and repair services.

Job Description

Customer Resolutions Advisor Jobs in Andover at Stannah - Join Our Team!

Stannah has an exciting opportunity for a Customer Resolutions Advisor to join the Customer Service Team based at our Head Office in Andover.

This role is all about delivering outstanding customer service and finding solutions for customers following the installation of their Stannah lift. You will support customers, engineers, family members and contractors by handling queries, investigating concerns and working collaboratively across the business to achieve positive outcomes.

As a Customer Resolutions Advisor, you will work on a rotating shift pattern between Monday to Friday 8am-8pm and weekends 9am-5pm. This is a 12 month fixed term position offering a salary of £26,000 per annum and a blend of home and office working following successful completion of training.

This is a fantastic opportunity for someone who enjoys helping people, solving problems and delivering exceptional customer service while working for a trusted and respected UK brand.

To be successful as a Customer Resolutions Advisor you will need strong communication and problem-solving skills, along with a genuine passion for helping customers. Previous experience in customer service, complaint handling, contact centres, retail, hospitality or other customer-facing environments would be advantageous but is not essential.

Customer Resolutions Advisor Responsibilities:

• Manage customer queries and complaints via phone, email and written correspondence, delivering excellent customer service at all times.
• Investigate issues thoroughly and work with internal departments to identify and implement effective solutions.
• Support installation-related issues by coordinating with engineers, contractors and customers to minimise delays and disruption.
• Maintain accurate records of customer interactions, actions taken and agreed outcomes within company systems.
• Build positive relationships across Stannah teams and negotiate appropriate resolutions to achieve the best outcome for customers and the business.

Please see the full job description here: Customer Resolution Advisor Job Description

Qualifications

Customer Resolutions Advisor Requirements:

• Excellent verbal and written communication skills with a friendly, positive and professional approach.
• Strong organisational skills with the ability to prioritise workload and manage multiple queries effectively.
• A natural passion for helping customers, combined with empathy and effective problem-solving abilities.
• A positive, can-do attitude with a willingness to learn new skills and work collaboratively across teams.

If you have previous experience working as a Customer Service Advisor, Complaints Handler, Contact Centre Advisor, Customer Support Advisor, Resolution Specialist, or in a similar customer-focused role and are looking for a Customer Resolutions Advisor job in Andover.

Benefits Include:

• Market Aligned Salary, paid on a monthly basis
• Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
• 25 days holiday, plus bank holidays
• Holiday scheme to buy extra days’ annual leave
• Pension Scheme. Matched contribution/salary sacrifice
• SimplyHealth Cash Plan. Allows you to claim towards health costs. For example, dental, optical, physiotherapy, chiropody treatments and more
• Life Assurance Scheme
• Long Service award scheme, with holiday benefit
• Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more
• Employee Assistance Programme. A workplace initiative to support and enhance well-being
• Enhanced maternity and paternity provision

#HA

Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities.

We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect. Our employees are the heart of our business.

We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!

We reserve the right to close this vacancy early if we receive high numbers of applications for the role.

Appropriate right to work must be held by applicants. Sponsorship is not available.