Customer Engagement Advisor

GB03 Air Products PLC; Worcester; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Hybrid working

Office-based and home working

Job summary

Air Products PLC is seeking a Customer Engagement Advisor in Worcester to support the customer-facing CryoEase supply chain. You will ensure high quality day-to-day operational support for customers and drivers, aiming for consistent, successful deliveries and excellent service.

The role requires proactive communication, problem-solving and accurate admin, contributing to customer satisfaction and strong stakeholder relationships across internal and external teams.

Qualifications

• Must have a strong commitment to delivering excellent customer service.
• Professional and approachable communication with a courteous telephone manner.
• Solution focused with strong problem-solving and judgement.
• Experience in fast-paced, high-volume operational environments.

Responsibilities

• Respond professionally to a high volume of customer and driver enquiries.
• Identify practical solutions balancing customer expectations with business needs.
• Provide timely, accurate customer communications including delivery updates.
• Maintain accurate customer records and manage shared mailbox.
• Identify at-risk customers and escalate to retention/commercial teams.
• Work with internal teams to resolve issues and support deliveries.
• Undertake other duties as required by business needs.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Team collaboration

MS Office (Outlook/Excel)

Education

Maths/English/Science at grade C or above

Tools

Outlook

Excel

Job description

At Air Products, we reimagine what’s possible. By tapping into the motivation of our people and our collective experience, we create the ideas and innovations that drive us forward. When we come together – where every voice is heard and everyone knows they belong and matter – we create solutions that launch people into space, support lifesaving care in hospitals, and enable the construction of groundbreaking, world scale production facilities. Reimagine What’s Possible As a Customer Engagement Advisor, you’ll play a key role in supporting the customer-facing element of the CryoEase supply chain. You’ll provide high quality, day to day operational support for customer and driver-related activities, helping to ensure consistent, successful deliveries and a high standard of customer service. Through proactive communication, problem-solving and accurate administration, you’ll contribute to customer satisfaction, operational continuity and positive internal and external stakeholder relationships.

Key Responsibilities

• Respond professionally to a high volume and wide range of customer and driver related enquiries
• Identify practical solutions that balance customer expectations with business requirements
• Provide timely, accurate and proactive customer communications, including updates to delivery arrangements
• Maintain accurate customer records and manage the CryoEase shared mailbox within agreed timescales
• Identify customers at risk of leaving Air Products and escape appropriately to retention or commercial teams
• Work closely with internal teams to resolve operational issues and support successful deliveries
• Undertake other reasonable duties and adapt to changes in responsibilities or working arrangements in line with business needs.

What We Are Looking For

• A strong commitment to delivering excellent customer service, including confidence in handling challenging conversations
• A professional and approachable communicator with a courteous telephone manner
• A solution focused individual with strong problem-solving skills and sound judgement
• Someone who can work effectively in a fast-paced, high-volume operational environment
• Organised, accurate and able to manage multiple priorities
• A collaborative team player who adapts positively to change
• Comfortable using computer systems and standard Microsoft Office applications, including Outlook and Excel
• A good general standard of education, including Mathematics, English and Science at Grade C or above, or equivalent

Working Arrangements

• Hybrid Working: Following completion of training, you’ll transition to a hybrid working model, combining office based and home working.
• Shift Pattern: The team operates between 8:00am and 5:00pm. You’ll work 7.5 hour shifts within these hours, with start and finish times varying according to team coverage, annual leave and business needs. The role includes occasional Saturday working as part of a team rota, with a day off during the week in return.

Founded in 1940, Air Products is a world-leading industrial gases company and has a proud history of innovation, operational excellence, with an unwavering commitment to safety and environmental stewardship.

Working together, we are taking our passion and diverse backgrounds forward to reimagine what’s possible and generate a cleaner future for our customers, our communities, and the world.

Employee and Applicant Rights

Behind every success and innovation that has made a difference in the world, you will find a team of passionate people who helped make it possible. At Air Products, our talented people help each other and our customers thrive. To our colleagues, we are valued and respected teammates. To our customers, we are partners in creating value. To our communities, we are caring, involved neighbors and committed stewards of the environment.