Customer Experience Advisor — Office-Based (Tamworth)

Ovia Group; Coton Farm; Remote; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Option to purchase up to 5 extra days

Health Cashback Plan

Pension Scheme

Life Assurance

Free Parking

Job summary

Ovia Group is seeking a Customer Service Advisor to join our head office in Tamworth, working 9:30am - 5:30pm. You will act as the link between customers, the sales team, and internal departments to ensure a seamless experience and strong relationships.

As an office-based role, you will handle orders, quotations, and inquiries while coordinating with multiple departments to support two to four sales areas and maintain service levels.

Qualifications

• GCSEs (or equivalent) including English.
• Customer Service NVQ (Level 2 or above), or an equivalent recognised customer service qualification (desirable)

Responsibilities

• Monitor key account orders, deliveries and service levels; build relationships; courtesy calls; resolve issues promptly.
• Oversee forward orders, call-offs and projects for assigned customers.
• Handle calls and enquiries from customers, external sales team and the public.
• Process online and email orders using Sage ERP and in-house systems.
• Prepare customer quotations.
• Provide product part numbers and basic technical information.
• Manage two to four designated sales areas, supporting customers and Area Sales Managers.
• Answer overflow calls from the switchboard.
• Respond to email enquiries.
• Upload and file paperwork in the archive system.
• Process sample requests and internal stock picks.
• Coordinate with other departments to arrange rework of bespoke stock.
• Set up customer accounts for online ordering.
• Liaise with carriers, track deliveries and obtain proof of delivery.
• Ensure all customer contact details are accurate and up to date.

Skills

Customer service excellence

Communication skills

Time management

Teamwork

Organised & efficient

Education

GCSE English

Customer Service NVQ(Level 2+)

Tools

Sage ERP

Microsoft Word

Microsoft Excel

Outlook

Job description

Ovia Group is seeking a Customer Service Advisor to join our head office in Tamworth, working 9:30am - 5:30pm. You will act as the link between customers, the sales team, and internal departments to ensure a seamless experience and strong relationships.

As an office-based role, you will handle orders, quotations, and inquiries while coordinating with multiple departments to support two to four sales areas and maintain service levels.