Customer Service Advisor

Wenzel's The Bakers; Watford; On-site; GBP 28,000 - 33,000; Full time

Job summary

A leading company known for quality baked goods is seeking a Customer Service Advisor in Watford. The role involves managing customer complaints, collaborating with various teams to enhance service processes, and driving improvements in customer satisfaction. Candidates should possess strong customer service experience and emotional intelligence.

Benefits

Free meal provided every shift

50% off all other food

Enrolment to company pension scheme

Holiday entitlement of 28 days including bank holidays

Day off for your Birthday

Staff incentives and bonus schemes

Excellent training and career progression

Free employee benefit scheme with discounts

Wellbeing Centre and 24/7 helpline

Qualifications

• Proven experience in customer service or complaint-handling role (preferably in food retail or hospitality).
• Strong organisational and reporting skills; experience with Microsoft Excel and CRM systems is a plus.
• High emotional intelligence and ability to stay calm under pressure.

Responsibilities

• Handle incoming customer complaints via phone and email courteously and timely.
• Track and report complaint trends across stores.
• Collaborate with departments to identify root causes and implement solutions.

Skills

Customer service

Emotional intelligence

Organisational skills

Tools

Microsoft Excel

CRM systems

Job description

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Wenzel’s was established in 1975 and has since become a favourite for locals in North West London, Beds, Bucks, Essex, and Hertfordshire areas.

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ABOUT US

Wenzel’s was established in 1975 and has since become a favourite for locals in the North-West and Greater London, Bedfordshire, Buckinghamshire, Berkshire, Essex, Hertfordshire, Hampshire and Surrey. We believe in delivering quality products at affordable prices and of course delivering them with outstanding customer service. We currently have over 100 shops and are expanding the brand by opening more of our retail shops. We are looking for exciting new talent with a passion for food and customer service to join our team. There is now an exciting opportunity to come and join the team as one of our Shop Supervisors.

What we offer:

• Free meal provided every shift and 50% off all other food.
• Enrolment to company pension scheme
• Holiday entitlement of 28 days including bank holidays.
• Day off for your Birthday - paid day off in addition to your holiday entitlement.
• Staff incentives including competitions and bonus schemes
• Excellent training, including apprenticeship opportunities as well as lots of career progression and development programmes.
• Free employee benefit scheme, offering discounts at almost 1000 online and instore retailers, gyms, restaurants, cinemas travel and lots more
• A Wellbeing Centre, helping to create a happier and healthier lifestyle, as well as an employee assistance 24/7 helpline offering free confidential advice and support

Location - Sunley House, WD189TB

Hours:Full-Time, 5 Days a Week (40 hours)

Salary: £28,000, depending on experience

Overview

At Wenzel’s The Bakers Ltd, we pride ourselves on delivering quality baked goods and exceptional customer experience. We're looking for a proactive, experienced Customer Service Advisor to be the voice of our brand, handling customer complaint calls and emails with professionalism and empathy, while identifying trends to drive improvement.

This is not just a reactive role—it's a strategic opportunity to collaborate with production, sales, and technical teams to resolve issues and help modernise our customer service processes. If you're driven, solution-focused, and passionate about creating positive change, we want to hear from you.

Key Responsibilities

• Handle incoming customer complaints via phone and email in a courteous, empathetic, and timely manner
• Track and report complaint trends across stores, product categories, and customer concerns
• Collaborate with Production, Sales, and Technical departments to identify root causes and implement practical solutions
• Build and maintain a centralised log of complaints and resolutions
• Proactively suggest and support process improvements that enhance customer satisfaction
• Contribute to the modernisation of internal systems and workflows
• Support investigations into quality or service issues and follow up with customers and internal teams
• Present reports and insights to senior leadership to drive operational excellence

What We're Looking For

• Proven experience in a customer service or consumer complaint-handling role (preferably in food retail or hospitality)
• High emotional intelligence, resilience, and the ability to stay calm under pressure
• Confident communicator who can liaise across departments professionally and assertively
• Strong organisational and reporting skills; experience with Microsoft Excel and CRM systems is a plus
• A self-starter with initiative and drive to make meaningful improvements
• Eager to champion change and help evolve how we serve our customers
• To apply, please submit your resume and cover letter detailing your relevant experience and why you believe you would be a great fit for this position.