Customer Experience Advisor — On-Site, Growth & Perks

Berwick-Care-1; Telford; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Company-wide bonus scheme

Free lunch provided daily

Free on-site parking

On-site gym access

Career development opportunities and外訓

Job summary

Berwick Care, based at Stafford Park, Telford, is seeking a Customer Services Advisor to deliver friendly, accurate advice and ownership of enquiries from start to finish. You will handle orders, pricing, quotes, returns and complaints in a fast-paced environment, with full training and ongoing development.

The role emphasizes ownership, cross-department coordination and a strong customer focus, with clear career progression and benefits included in the package.

Qualifications

• Previous experience in a customer service, call centre or retail environment (desirable but not essential – full training will be provided).
• Strong verbal and written communication skills.
• Excellent customer service skills with a professional approach.
• IT literate, with experience of using CRM systems.
• Strong organisation and time management skills.
• Ability to remain calm under pressure.
• Problem-solving and multitasking ability.
• Team player with a positive attitude.
• Willingness to learn and continuously develop, including completing training on company products, systems and processes.

Responsibilities

• Act as a first point of contact for customers, responding to enquiries via phone, email and live chat in a friendly, professional and timely manner.
• Provide clear and accurate advice to customers on products, orders, pricing and delivery.
• Take ownership of customer queries from start to finish, keeping customers informed and ensuring every issue is followed through to a satisfactory resolution.
• Escalate complex issues to the relevant departments or senior team members where required, and follow up to ensure resolution.
• Maintain accurate, up-to-date customer records and interaction notes on the CRM system.
• Process customer orders accurately and efficiently, ensuring details, pricing and delivery information are correct.
• Manage and follow up on back orders, proactively updating customers on progress and expected delivery dates.
• Liaise with internal teams to ensure orders are fulfilled smoothly.
• Prepare and issue accurate customer quotes, following up to help convert quotes into orders.
• Support price comparisons and tender processes, including gathering information for the wider team.
• Resolve customer complaints and returns professionally and fairly, in line with company procedures.
• Report recurring issues and customer feedback to senior team members to help prevent reoccurrence.
• Meet or exceed individual and team performance targets (KPIs), including response times, call handling and Net Promoter Score (NPS).
• Manage own workload and prioritise effectively in a fast-paced, changing environment.
• Proactively suggest improvements to processes and the overall customer experience.
• Support colleagues and the wider team, providing cover as required to maintain service levels.
• Comply with all company policies and procedures, including data protection (UK GDPR) and health and safety requirements.

Skills

Communication skills

Customer service

CRM software

Organisation

Calm under pressure

Problem solving

Team player

Willingness to learn

Tools

CRM systems

Job description

Berwick Care, based at Stafford Park, Telford, is seeking a Customer Services Advisor to deliver friendly, accurate advice and ownership of enquiries from start to finish. You will handle orders, pricing, quotes, returns and complaints in a fast-paced environment, with full training and ongoing development.

The role emphasizes ownership, cross-department coordination and a strong customer focus, with clear career progression and benefits included in the package.