Customer Engagement Advisor

Air Products Inc.; Worcester; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Air Products Inc. in Worcester is seeking a Customer Engagement Advisor to support the CryoEase customer-facing operations.

You’ll handle day-to-day customer and driver enquiries, update delivery arrangements and maintain accurate records to ensure reliable, high‑quality service. In this fast-paced role, you’ll use MS Office applications, demonstrate strong communication and problem‑solving skills, and collaborate with internal teams to resolve issues and protect customer satisfaction across

Qualifications

• Strong commitment to delivering excellent customer service.
• Professional and approachable communicator with a courteous telephone manner.
• Solution-focused with sound judgement and strong problem-solving.
• Able to work in a fast-paced, high-volume operational environment.
• Organised and able to manage multiple priorities.
• Collaborative team player and adaptable to change.
• Comfortable using MS Office applications, including Outlook and Excel.

Responsibilities

• Respond professionally to a high volume and wide range of customer and driver 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 escalate 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.

Skills

Customer service

Communication

Problem-solving

Teamwork

Organised

MS Office

Education

GCSEs including Math, English and Science (Grade C or above)

Tools

Microsoft Excel

Outlook

Job description

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 escalate 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.