Customer Service Advisor

Banner; Trowbridge; Presencial; GBP 21 000 - 29 000; Tempo integral

Resumo da oferta

Banner, a leading UK schoolwear supplier, seeks a Customer Service Advisor to deliver professional customer service, manage enquiries, and process orders at our Trowbridge site. The role requires working 8.30am–5pm, 40 hours per week, with no remote work.

Immediate start; involvement in shaping service delivery and coaching new team members. We value sustainability and equality; as a B-Corp company we encourage responsible practices and a culture of respect.

Qualificações

• Experience in a customer service environment.
• Experience handling customer enquiries by telephone.
• Experience processing customer orders or administrative transactions.
• Team player with ability to work effectively with others.
• Good standard of secondary education, including English and Mathematics.

Responsabilidades

• Respond to customer enquiries via telephone and other channels professionally.
• Resolve customer queries within delegated authority and escalate when needed.
• Deliver a high-quality customer experience that maintains satisfaction and loyalty.
• Maintain accurate records of customer interactions and actions taken.
• Process customer orders accurately and efficiently according to procedures and KPIs.
• Verify order details, product information, pricing, and delivery requirements.
• Liaise with internal stakeholders to ensure orders are fulfilled on time.
• Identify and resolve order-related discrepancies to minimise impact.
• Demonstrate competence across multiple departmental activities and provide support to meet operational demands.
• Maintain knowledge of systems, processes, products, and procedures.
• Contribute to continuous improvement initiatives in customer service and operations.
• Support induction and development of new team members through on-the-job guidance.
• Act as a role model for customer service standards and company values.
• Share best practices and support colleagues to promote team effectiveness.

Conhecimentos

Independent work

Multi-skilled

Coaching/mentoring

Communication

Attention to detail

Systems proficiency

Formação académica

Secondary education (English & Math)

Ferramentas

CRM

Order management systems

Descrição da oferta de emprego

We’re the largest schoolwear supplier in the UK. We’re passionate about making every student look and feel great by producing sustainable, affordable, and desirable schoolwear of the highest quality and supporting retailers with the best industry-leading service.

What’s the job

To provide a professional and efficient customer service experience by handling customer enquiries and processing sales orders accurately and within agreed service standards. The role holder is responsible for managing their own workload with minimal supervision, applying knowledge across multiple departmental processes, and supporting the development of new team members through coaching and mentoring. The Customer Service Advisor plays a key role in maintaining customer satisfaction, supporting operational performance, and contributing to a collaborative team.

Daily tasks

• Respond to customer enquiries via telephone and other communication channels in a professional, timely, and customer-focused manner.
• Resolve customer queries and issues within delegated authority levels, escalating where appropriate.
• Deliver a high-quality customer experience that promotes customer satisfaction and loyalty.
• Maintain accurate records of customer interactions and actions taken.
• Process customer orders accurately and efficiently in accordance with company procedures, agreed KPI’s and expected service level agreements.
• Verify order details, product information, pricing, and delivery requirements.
• Liaise with internal stakeholders to ensure customer orders are fulfilled accurately and on time.
• Identify and resolve order-related discrepancies to minimise customer impact.
• Demonstrate competence across multiple departmental activities and provide support where required to meet operational demands.
• Maintain knowledge of relevant systems, processes, products, and procedures.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance customer service and operational efficiency.
• Support the induction and development of new team members through on-the-job guidance and knowledge sharing.
• Act as a role model for customer service standards, team behaviours, and company values.
• Share best practice and provide support to colleagues to promote team effectiveness and capability development.

Skills & Competentices

• Able to deliver tasks independently within the scope of the role, exercising sound judgement and initiative.
• Demonstrates multi-skilled capability across departmental processes and activities.
• Able to coach, support, and mentor new team members to build competence and confidence.
• Strong communication, customer service, and organisational skills.
• Good attention to detail and accuracy when processing customer information and orders.
• Competent in the use of business systems and customer service technologies.

Essential Experience, Knowledge & Qualificaitons

• Experience in a customer service environment.
• Experience of handling customer enquiries by telephone.
• Experience of processing customer orders or administrative transactions.
• Demonstrated ability to work effectively as part of a team.
• Good standard of secondary education, including English and Mathematics.

Desirable Experience, Knowledge & Qualifications

• Experience of mentoring, coaching, or supporting new colleagues.
• Experience working across multiple business processes or functions.
• Knowledge of CRM and order management systems.
• Customer service or business administration qualification.
• Relevant professional development in customer service, administration, or operational processes.

Your stakeholders

You will report to the Customer Service Team Leader, and your day to day interactions will include:

• Customers
• Third-party Suppliers
• Service Providers
• Customer Service Team
• Customer Service Team Leaders
• Sales Team
• Operations and Distribution Teams
• Product and Marketing Teams
• Finance Team
• Other internal teams and stakeholders as required

When can I start

Immediately!

What’s our location

You will work at our Trowbridge site, where free parking is available, and transport links are good.

Whare my working hours

This is a 8.30am to 5pm, 40 hour per week permanent contract with no remote working.

Roles that involve direct contact with schools will require an enhanced background check (including criminal record history) as part of our standard hiring procedure.

Social environmental responsibility
We are proud to be a B-Corp certified business. Gaining this status was a business-wide initiative with the cooperation of all our colleagues and we encourage our new starters to contribute in any way they can to this important issue.

Below are 5 things, we want you to build into your day-to-day responsibilities:

1. Switch off lights when the space is not being used.
2. Switch off computers at the end of every day.
3. If possible, avoid bringing in one-use plastic water bottles.
4. Only fill up the kettle for the number of cups of hot drinks you are making.
5. Dispose of waste responsibly by using our recycling processes.

Banner is committed to supporting, developing and promoting equality of opportunity and diversity in all our business activity. We value different perspectives and believe that diversity makes us stronger. We aim to provide an inclusive culture, free from discrimination and based on the values of dignity, courtesy and respect. We believe that everyone has the right to be treated in accordance with these values. As a B-Corp certified company, this is an essential element of our culture. It means we are verified to meet high standards of social and environmental performance, public transparency and legal accountability, using our business as a force for good for the benefit of all. If there is anything we can do to accommodate you to participate fully in the recruitment or interview process, please let us know.

This job description is a tool to help both the Company and the individual understand the main responsibilities of the role. It is not intended to be an exhaustive or complete list of all possible tasks. Everyone is expected to be flexible in their approach and to take on tasks as reasonably requested. The Company reserves the right to change the tasks and responsibilities of the role according to business need.