Customer Service Advisor

FM Conway; Sevenoaks; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

On-site gym

Company pension

Life assurance

Employee discounts

Training opportunities

Wellbeing support

Job summary

FM Conway is seeking a proactive Customer Service Advisor for our Aggregate and Asphalt division based at our Sevenoaks head office. You will handle high volumes of inbound calls, provide timely updates on deliveries and collections, and support the team with effective delivery window negotiations.

Working Monday to Friday, 8:30 to 17:00, you will build strong relationships with customers and internal teams, ensuring service levels are met and improved where possible.

Qualifications

• Experience in customer facing roles with a high volume of calls.
• Comfortable in a fast-paced environment and as part of a team.
• Positive hands-on approach, able to handle emails and orders.

Responsibilities

• Negotiate delivery windows to influence customer relationships.
• Maintain a service-focused approach and respond to customer needs.
• Ensure compliance with service level standards and help improve them.
• Build strong relationships with customers and internal teams.
• Manage time effectively to meet daily and weekly deadlines.
• Collaborate with colleagues to cover periods of low resources.

Skills

Customer service

Phone handling

Communication

Team player

Problem solving

Job description

FM Conway is looking to recruit a proactive and service-focused Customer Service Advisor to join our Aggregate and Asphalt division. As our Customer Service Advisor, you'll play a vital role in delivering excellent service by providing clear and timely updates to customers regarding deliveries and collections, managing a high volume of inbound calls and enquiries, and proactively influencing customer relationships through effective delivery window negotiations. This is a full-time, permanent role based from our head office in Sevenoaks, Kent, working Monday to Friday, 8:30 to 17:00.

The duties of the Customer Service Advisor role will include:

• Proactively influencing customer relationships through effective delivery window negotiations
• Maintaining a service-focused approach by being responsive to customer needs
• Ensuring compliance with service level standards and contributing to their improvement
• Building strong relationships with customers and internal teams to support service delivery
• Managing time effectively to meet daily and weekly deadlines
• Working collaboratively to support the team during periods of low resource

What skills and experience do you need?

As our Customer Service Advisor, you will be confident on the phone, comfortable working within a fast paced environment and able to work well within a team. Peak times will include dealing with calls, emails and orders therefore, you will need to have a positive hands-on approach. Experience in customer facing roles as well as experience with dealing with a high level of calls is desirable however not essential.

What benefits will you receive?

As our Customer Service Advisor, we will offer you a range of fantastic benefits including career and professional development, 23 days holiday plus bank holidays, life assurance, company pension, access to opportunities for internal and external training and access to a wide range of shopping discounts through our Rewarding Great People platform. Based from our Sevenoaks Head Office you will have free access to our on-site gym and subsidised restaurant. We will also offer you a range of health and well-being benefits including 24-hour advice lines and support from our mental health first aiders.

A brief introduction to FM Conway and our Aggregate and Asphalt Division

FM Conway is a business of families with over 60 years' experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity and Excellence. The heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family. Our Aggregate and Asphalt division manufactures a range of high-quality products that can be adapted to suit the specific needs of our customers. We recycle highways arisings at our unique static crushing, washing and grading plants. The Recycled Asphalt Product (RAP) is used in our local asphalt plants to supply construction sites across London and Southern England. You will be joining a thriving team who are committed to our vision and continued investment in our self-delivery model.