Customer Service Advisor UK

Rayner; Crawley; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual wellbeing reimbursement

On-site parking

Recognition programs

Pension plan

Cycle-to-Work scheme

Enhanced parental pay

Referral bonus

Job summary

Rayner is seeking a Customer Service Advisor to join our Crawley team. You will manage orders and enquiries, keeping customers informed throughout the journey and supporting continuous improvements to service delivery.

The role combines on-site work at Crawley with a later option to work one day from home after training. You will engage with customers, staff, and suppliers to ensure accurate processing and timely resolutions.

Qualifications

• Ability to work independently and take initiative.
• Customer service experience, ideally in regulated environments (medical devices).
• Experience meeting tight deadlines with high accuracy.
• Proficient in Excel and MS Office tools.

Responsibilities

• Process local and international orders, returns, and credits accurately.
• Communicate proactively with customers, field staff, and colleagues by phone, email, and in person.
• Provide clear, timely updates throughout the order journey to avoid delays.
• Capture and report on customer feedback and service data.
• Maintain and update customer contract pricing in the ERP system.
• Keep SOPs and process documentation current and support cross-training.

Skills

Independence

Customer service

Attention to detail

Excel & MS Office

Communication

Tools

ERP systems

Job description

An exciting opportunity has arisen for a customer-focused, action-orientated Customer Service Advisor to join our team and play a key role in delivering a best-in‑class service by supporting customers throughout the order and enquiry process.

The role ensures accuracy in order management, clear and proactive communication, and contributes to continuous improvements that enhance efficiency and customer experience.

Please note this role is 4 days p/w week on-site at our Crawley office + 1 day WFH after the training period is completed. There will be a need to work from our Global HQ in Worthingwhen required.

What You’ll Be Doing:

• Process local and international orders, returns, and credits accurately and within agreed timescales.
• Communicate proactively with customers, field staff, and colleagues by phone, email, and face-to-face in a professional, helpful manner.
• Provide clear, timely updates throughout the order journey to avoid delays and ensure customer satisfaction.
• Capture, analyse, and report on customer feedback, complaints, and other service data as required.
• Maintain and update customer contract pricing in the ERP system.
• Keep SOPs and process documentation current; support cross‑training to strengthen team capability.
• Contribute to management information (MI) reporting with accurate data and insights.
• Actively support colleagues by sharing knowledge, covering tasks when required, and contributing to team goals.
• Identify and support continuous improvement initiatives in processes and systems.

What Experience & Skills Do You Need:

Essential

• Ability to work independently and take initiative
• Previous customer service experience, ideally in medical devices or a similar regulated industry
• Experience meeting tight deadlines with high accuracy and attention to detail
• Intermediate to advanced Excel skills and confident use of MS Office
• Excellent spoken and written local language skills

Desirable

• Knowledge of customs and export processes
• Familiarity with ERP systems
• Awareness of Data Protection, Cyber Security, and money laundering policies

What We Can Offer You

• Annual Wellbeing Reimbursement (for Spa Treatments, Gym Memberships, Dentistry & more!)
• On-site Parking for convenience and cost efficiency
• Recognition Programs that celebrate teamwork & individual contributions
• Supportive Team Culture built on collaboration & respect
• Pension Plan to secure your future
• Cycle-to-Work Scheme to stay active and eco-friendly
• Enhanced Parental Pay to support growing families
• Referral Bonus to be rewarded for recommending talent