Customer Service Executive

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

Benefits offered by this job

Discretionary bonus

Pension up to 5%

4x annual salary life assurance

25 days annual leave + bank holidays

Birthday day off

Volunteer day

Employee discounts through MyDiscounts

Cycle to work scheme

UK Sharesave Scheme

Job summary

Essentra plc is seeking a Customer Service Executive to join our team in Jarrow. The role focuses on delivering hassle-free customer service while supporting business growth through lead generation and upselling. Strong attention to detail and a proactive approach to problem-solving are essential in a fast-paced environment.

We welcome candidates with experience in any customer-facing environment. The position is office-based, with responsibilities spanning data accuracy, SLA responses, and

Qualifications

• Customer service experience required and demonstrated communication skills.
• Attention to detail with proactive problem-solving.
• Commercial awareness and ability to upsell in service/sales context.
• Experience delivering commitments and working to KPIs.
• Organised, team player with strong work ethic.
• Manufacturing knowledge and MS Office proficiency desirable.

Responsibilities

• Maintain accurate account and customer data.
• Respond to customer inquiries within SLA and resolve in one call where possible.
• Identify and own customer concerns.
• Identify new product opportunities and generate leads.
• Collaborate with internal departments to support activities.
• Upsell and cross-sell products.
• Follow up on all commercial activity and adhere to policy.
• Meet KPI targets and drive performance.
• Support other departments as needed.

Skills

Customer service experience

Communication skills

Attention to detail

Commercial awareness

Sales/service environment experience

A-level standard

Goal orientation

Organised

Team player

Work ethic

Complaint handling (desirable)

Manufacturing knowledge (desirable)

Education

A-levels or equivalent

Tools

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.