Customer Service Advisor

Franke; Manchester; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

A leading company in home solutions seeks a Customer Service Advisor to deliver exceptional after-sales support. The role involves managing customer inquiries, processing orders, and ensuring accurate complaint handling. Ideal candidates will have experience in a customer service environment with strong communicative and organizational skills.

Benefits

LinkedIn Learning Access

Employee Benefits Platform

Pension Scheme with employer contribution

Hybrid Work: up to 2 days remote

Employee Assistance Program (EAP)

Free parking space

Qualifications

• Previous experience in Customer Service or Complaints handling
• Ability to handle multiple tasks accurately
• Strong written and verbal communication skills

Responsibilities

• Provide high standard after-sales support
• Process orders for replacement products
• Maintain database of product complaints

Skills

Communication

Problem Solving

Time Management

Customer Focus

Education

GCSE level or equivalent

Tools

CRM systems

Business Operating Systems (e.g., SAP)

Job description

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Home Solutions division is the world’s leading provider of smart systems for domestic kitchens. Drawing on a long history of reliability and expertise, we help our partners enhance their businesses and provide outstanding kitchen and cooking experiences to our consumers by offering complete solutions for food preparation and cooking.

About the job

As a Customer Service Advisor, you will provide office-based after-sales support to trade customers and end-consumers across all brands within the Franke UK product portfolio. Working as part of a dynamic team, your focus will be on driving business results through effective process management and customer experience.

Your tasks

• Providinga high standard of first-line after-sales support to customers and consumers by handling incoming phone calls and emails;
• Processing orders forreplacement products;
• Maintaining a database of all product complaints to ensure that all complaints are logged and managed successfully;

Requirements

Background:

• Education and qualifications: Educated to GSCE level or equivalent.

Experience:

• Previous experience in a Customer Service/Complaints handling environment.
• Effective coordination between consumers, suppliers and internal/external customers.
• Ability to handle multiple tasks accurately and professionally.
• Familiarity with business operating systems (e.g., SAP) is advantageous.

Other Skills:

• Strong written and verbal communication skills.
• Proficiency in word processing, spreadsheets and CRM systems.
• Quick problem recognition and resolution, with the ability to escalate when necessary.
• Maintain a professional demeanour, even during customer conflict.
• Focus on delivery and excellent time management.
• Sense of ownership and high attention to accuracy.
• Empathy balanced with a business-oriented approach.

What we offer you

• LinkedIn Learning Access: Expand your skills with access to a vast library of online courses.
• Employee Benefits Platform: Enjoyperks and discounts through our employee benefits platform.
• Pension Scheme: Secure your future with our pension scheme, featuring a 6% employer contribution and a 1% employee contribution.
• Hybrid Work: Embrace flexibility with up to 2 days of remote work per week.
• Employee Assistance Program (EAP): Access confidential support and resources for personal and professional challenges.
• Free parking space

Values We deliver outstanding solutions We win together We are curious We take ownership We act responsibly

For more information see: www.franke.com

Important information for all executive search companies, headhunters and HR consultants

The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.