Customer Engagement Advisor

AirProducts; Worcester; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

AirProducts is seeking a Customer Engagement Advisor to support the CryoEase supply chain, providing day-to-day operational support for customers and drivers. You will handle high-volume enquiries, ensure accurate records, and coordinate with internal teams to enable delivery success in a hybrid work setup.

The role emphasizes proactive communication, problem-solving, and reliable administration to maintain customer satisfaction and operational continuity within AirProducts’ CryoEase network.

Qualifications

• Strong commitment to delivering excellent customer service.
• Professional and approachable communicator with a courteous telephone manner.
• Able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Respond professionally to high-volume customer and driver enquiries.
• Provide timely, accurate and proactive customer communications.
• Maintain accurate customer records and manage shared mailbox.
• Escalate at-risk customers to retention or commercial teams.
• Collaborate with internal teams to resolve operational issues.

Skills

Customer service

Communication

Problem solving

Multitasking

Team player

Office software

Education

GCSE math/English/science

Tools

Outlook

Excel

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.