Customer Service Advisor

Cromwell; Wigston; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus scheme

Job summary

Cromwell in the United Kingdom is seeking a Customer Service Advisor to be the first point of contact for our customers, handling enquiries from start to finish with professionalism and care.

You will work across phone, email and live chat, coordinating with Sales, Branch Operations and Supply Chain to keep customers informed and help them find the right products. This role offers a competitive salary, enhanced pension contributions and a supportive, team‑focused environment.

Qualifications

• Excellent communication and customer service skills.
• Strong organisation and attention to detail.
• Good problem-solving ability with commercial awareness.
• Confidence using Microsoft Office and business systems.
• A collaborative, positive and adaptable approach.

Responsibilities

• Deliver exceptional customer service across multiple channels.
• Process customer orders, quotations, returns and enquiries accurately.
• Proactively communicate order updates, stock availability and delivery information.
• Resolve customer issues and escalate complex queries where appropriate.
• Work collaboratively with internal teams and suppliers to achieve the best customer outcomes.
• Promote digital tools and self-service solutions to enhance the customer experience.

Skills

Multichannel communication

Customer service

Organisation

Problem-solving

MS Office

Collaborative work

Tools

Microsoft Office

Business systems

Job description

As our new Customer Service Advisor, you'll be the first point of contact for our customers, delivering an outstanding service across phone, email and live chat. You'll take ownership of customer enquiries from start to finish, ensuring every interaction is handled with professionalism, accuracy and care.

Working closely with Sales, Branch Operations and Supply Chain, you'll play a vital role in keeping our customers informed, solving problems and helping them find the right products. If you enjoy building relationships, working in a fast-paced environment and making a genuine difference to the customer experience, we'd love to hear from you.

Some of your key responsibilities:

• Deliver exceptional customer service across multiple communication channels.
• Process customer orders, quotations, returns and enquiries accurately.
• Proactively communicate order updates, stock availability and delivery information.
• Resolve customer issues and escalte complex queries where appropriate.
• Work collaboratively with internal teams and suppliers to achieve the best customer outcomes.
• Promote digital tools and self-service solutions to enhance the customer experience.

What do I need to be successful in this role?

• Excellent communication and customer service skills.
• Strong organisation and attention to detail.
• Good problem-solving ability with commercial awareness.
• Confidence using Microsoft Office and business systems.
• A collaborative, positive and adaptable approach.

What’s in it for me?

• A competitive salary alongside inclusion into our company bonus scheme. Our Cromwell Incentive Plan reinforces our key principle of winning as one team and sharing in our success.
• Enhanced employer pension contribution.
• 30 days annual leave entitlement including Bank Holidays – Whilst this is common amongst businesses, we also offer the opportunity to purchase additional annual leave in case you need extra days.
• Welcoming a new addition to the family is a precious time and one that we want our team members to enjoy. We support our team members by offering enhanced Maternity & Paternity pay so that you can plan for your time off with your family.
• It’s important to us that we look after the health and wellbeing of our team members and our Healthcare Cash Plan does just that! Your cash plan is funded by Cromwell and provided by our trusted partner who are one of the oldest and largest healthcare cash plan providers in the UK
• As part of our Great Place to Work initiatives, we are pleased that our Employee Assistance Programme (EAP) is available to all Cromwell team members. We recognise that it’s not always easy to balance your work, personal and family life, and that’s where the EAP can help you better manage any issues you may be experiencing.

Who are Cromwell?

No matter where you are in your career – or where you want to be – we’re here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we’re all individuals, with unique backgrounds and personalities. But we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.

Cromwell has been established for over 50 years and is a supplier of industrial tools, offering an unrivalled choice of products to all industries, professions and trades. Of all the work we do, we are famous for Safety, Cutting Tools, Hand Tools and Power Tools and Abrasives. We have expertise within our technical teams who can provide audits and offer advice on how your business can improve with the help of these four key categories.

We are committed to delivering a truly customer focused and cost-effective service that successfully matches your company’s needs. Supplying the largest range available from a single source, including products from Welding and Site Maintenance to Office Supplies and Hygiene and more.

Diversity, Equity, Inclusion and Belonging

Our aim is to create an environment that is welcoming to all people and ensures we treat each other and customers with respect. We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.