Customer Service Executive

Essentra; Jarrow; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Discretionary bonus

5% pension matching

Life assurance 4x annual salary

25 days leave + bank holidays

Birthday day off

Volunteer day

Eyecare vouchers

Cycle to work scheme

UK Sharesave Scheme

Employee discounts

Job summary

Essentra plc is seeking a Customer Service Executive for our Jarrow team. This office-based role focuses on delivering hassle-free customer service while supporting growth through lead generation, upselling, and cross-selling.

The ideal candidate will be proactive, with strong problem-solving abilities and attention to detail, capable of delivering KPI-driven results. We welcome candidates from any customer-facing background, as focus is on service capability rather than prior office experience.

Qualifications

• Customer service experience required.
• Excellent communication and high attention to detail.
• Commercial awareness and ability to deliver commitments.
• Experience in service/sales environments.
• Educated to at least A-level standard.
• Highly organised and a team player.

Responsibilities

• Maintain accurate account and customer data.
• Respond to customer inquiries within SLA; aim for one call/case resolution.
• Identify and take ownership of customer concerns.
• Identify new product opportunities and generate leads.
• Upsell and cross-sell new products.
• Follow up on all commercial activity.
• Operate according to current policy and procedures.

Skills

Customer Service experience

Excellent communication skills

Good attention to detail

Commercially aware

Experience in service/sales env

A-Level standard

Delivery of commitments & objectives

Highly organised

Team player

Strong work ethic

Complaint management/resolution (des)

Manufacturing knowledge (des)

MS Office (Excel, Word) (des)

Education

Minimum A-Level Standard

Tools

Microsoft Office (Excel, Word)

Job description

We are currently seeking a Customer Service Executive to join our established team in Jarrow.

This is an office-based role requiring a customer-focused individual who can provide a hassle-free service to our customers, while also supporting business growth through lead generation, upselling, and cross-selling.

Strong attention to detail is essential, along with a proactive approach to problem-solving and maintaining low error rates.

The ideal candidate will be confident and proactive, with experience delivering customer service in a fast-paced environment.

Our focus is on customer service capability rather than prior office experience; we welcome applicants with proven experience in any customer-facing environment.

Responsibilities:

• Maintain accurate account and customer data.
• Respond to customers inquiry within SLA and aim for one call / case resolution.
• Identify and take ownership of customer concerns
• Identify new product opportunities and generate leads
• Liaise and build network with internal departments
• Upsell and cross sell new products
• Follow up on all commercial activity
• Operate effectively and adhere to current business policy and procedures
• Delivers consistent performance and achieves KPI's and business targets
• Drives self-development
• Mange time effectively and efficiently
• Understanding of company strategy and propositions
• Support other departments, dependant on the needs of the business

Required Skills and Experience:

• Customer Service experience
• Excellent communication skills
• Good attention to detail
• Commercially aware
• Experience in service/sales environment
• Minimum "A" Level Standard
• Delivery of agreed commitments and objectives
• Highly organised
• Team player
• Strong work ethic
• Complaint Management/Resolution experience desirable
• Manufacturing knowledge desirable
• Experience of Microsoft package (Excel, Word etc.) desirable

What we offer:

• £24,800 starting salary
• Great career prospects
• Discretionary bonus
• Up to 5% matched pension contribution
• 4x annual salary life assurance
• 25 days annual leave plus bank holidays
• Extra paid day off for your birthday
• Paid day off for volunteering
• Employee discounts through MyDiscounts
• Holiday Purchase Scheme
• Eyecare Vouchers
• Cycle to work scheme
• UK Sharesave Scheme

Essentra plc is a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.

Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 14 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.

At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.

As part of our recruitment process you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at interview.