Customer Engagement Advisor

Air Products PLC; Worcester; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Air Products PLC is seeking a Customer Engagement Advisor to support the CryoEase customer-facing operations, ensuring high-quality service and timely communications for deliveries and driver-related queries.

The role requires a customer-focused mindset, clear communication, and the ability to work in a fast-paced environment. Hybrid working and shift patterns provide flexibility with core hours from 8:00am to 5:00pm.

Qualifications

• High school standard including Maths, English and Science at Grade C or above.
• Strong customer service mindset and professional communication.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Respond to high-volume customer and driver enquiries professionally.
• Identify practical solutions balancing customer expectations with business needs.
• Maintain accurate customer records and manage CryoEase mailbox.
• Support successful deliveries and stakeholder relationships.
• Escalate retention or commercial issues when needed.

Skills

Customer service

Communication

Problem solving

Team player

MS Office

Education

GCSE Maths/English/Science

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 PossibleAs 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 ResponsibilitiesRespond professionally to a high volume and wide range of customer and driver related enquiriesIdentify practical solutions that balance customer expectations with business requirementsProvide timely, accurate and proactive customer communications, including updates to delivery arrangementsMaintain accurate customer records and manage the CryoEase shared mailbox within agreed timescalesIdentify customers at risk of leaving Air Products and escalate appropriately to retention or commercial teamsWork closely with internal teams to resolve operational issues and support successful deliveriesUndertake other reasonable duties and adapt to changes in responsibilities or working arrangements in line with business needs.What We Are Looking ForA strong commitment to delivering excellent customer service, including confidence in handling challenging conversationsA professional and approachable communicator with a courteous telephone mannerA solution focused individual with strong problem-solving skills and sound judgementSomeone who can work effectively in a fast-paced, high-volume operational environmentOrganised, accurate and able to manage multiple prioritiesA collaborative team player who adapts positively to changeComfortable using computer systems and standard Microsoft Office applications, including Outlook and ExcelA good general standard of education, including Mathematics, English and Science at Grade C or above, or equivalentWorking ArrangementsHybrid 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.