Customer Service Advisor

Pall-Ex Group; Coalville; Remote; GBP 21,000 - 27,000; Full time

Job summary

Pall-Ex Group is seeking an office-based Customer Service role in Coalville, Leicestershire. Based at Pall-Ex House, you will handle calls, emails, and KPI reporting for corporate accounts while supporting company goals and service excellence.

The role runs Monday to Friday with some Saturday mornings on a rota and requires strong communication, problem solving and a keen eye for detail. Office hours are 09:30–18:00 with room for occasional weekend coverage.

Qualifications

• Excellent customer service skills to resolve issues in a timely manner.
• Genuine care and ability for problem solving.
• Strong organisation and communication skills.
• Excellent attention to detail.
• Ability to work under pressure.
• Good knowledge of Microsoft applications.

Responsibilities

• Handle all calls in a professional manner, offering solutions and options for the customer where applicable
• Respond to all emails and Nexus instant messages in a timely manner
• Daily Reporting to Corporate Customers, communicating any previous day failures or potential issues
• Maintain a high level of service through both professional communication to all parties and via KPI’s
• Working towards and supporting Company goals, values and objectives
• Proactively resolve any potential customer issues
• Monitoring not sent/ghost freight
• Generate bespoke customer KPI reports in line with customer expectations for all Corporate Accounts
• Complaint handling to manage customer expectations and provide efficient solutions

Skills

Customer service

Communication

Organisation

Attention to detail

Problem solving

Microsoft Office

Tools

Microsoft Office Suite

Job description

Contract Type: Permanent - 40 hours per week

Location: Pall-Ex House, Victoria Road, Ellistown, Coalville, Leicestershire, LE67 1FH

Working hours: Monday to Friday - 09:30 – 18:00 with occasional Saturday mornings on a rota

Please note that this is an office-based role.

Why choose Pall-Ex?

Want to work for an award winning, market leading and successful business? We are an ambitious, innovative and growing Pallet Network providing excellent service to our customers. We have an unrelenting focus on being an employer of choice, to ensure our employees love coming to work and enjoy:

• competitive pay rates,
• range of useful benefits
• pension
• enhanced annual leave – increased with length of service milestones
• life cover
• supportive employee assistance programs
• … and much more!

We want you to stay with us long term, so we surround you with a friendly supportive team, award winning training and upskilling opportunities. We listen, continuously improve and provide benefits that grow with your length of service and dedication.

About the role:

Duties include:

• Handle all calls in a professional manner, offering solutions and options for the customer where applicable
• Respond to all emails and Nexus instant messages in a timely manner
• Daily Reporting to Corporate Customers, communicating any previous day failures or potential issues
• Maintain a high level of service through both professional communication to all parties and via KPI’s
• Working towards and supporting Company goals, values and objectives
• Proactively resolve any potential customer issues
• Monitoring not sent/ghost freight
• Generate bespoke customer KPI reports in line with customer expectations for all Corporate Accounts
• Complaint handling to manage customer expectations and provide efficient solutions

The ideal candidate will have:

• Excellent customer service skills to resolve issues in a timely manner
• Genuine care and ability for problem solving
• Strong organisation and communication skills
• Excellent attention to detail
• Ability to work under pressure
• Good knowledge of Microsoft applications

We take every employee's career and development seriously. If you want to be the very best long term, or you have a vision to progress to other roles over time, we have dedicated learning and development pathways that are open to every employee. All employees are offered career discussions, so there is always opportunities to plan your next career move within Pall-Ex

Diversity and Inclusion

We believe the diversity of our employees as critical to our on-going success. By our employees feeling that they can bring their authentic selves to work every day will ensure we achieve excellence.

Proud to support

Awarded the Gold Armed Forces Covenant and therefore we encourage veterans to apply for our roles and if the essential criteria is met then we will endeavour to offer an interview

We are a Disability Confident Employer

If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.