Customer Service Executive - Glasgow

Matthew Algie; Glasgow; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

28 days annual leave + public holidays

Private medical cover

Life insurance

Private pension

Staff discounts

Job summary

Matthew Algie in Glasgow is seeking a Customer Service Executive to be the main contact for customers, handling queries, orders, and complaints with professionalism. The role is full-time, permanent, Monday to Friday, based at the Head Office.

You will manage orders, resolve issues with logistics, and support team members while aiming for high customer satisfaction and strong relationships with customers and colleagues.

Qualifications

• Reasonable experience in a Customer Service / call handling environment.
• Working to defined targets.
• Routine processing and administration.
• Desirable – Handling technical and product specification enquiries.

Responsibilities

• Answer inbound calls within the target set out by the business, in a friendly and professional manner.
• Process all incoming product and machine orders accurately and punctually.
• Handle all incoming service issues and liaise with logistics to resolve them.
• Train others in the role using the department’s competency plan.
• Work as part of a team to cover shifts and maintain high service standards.

Skills

Excellent call handling

Customer focus

Work under pressure

Target driven

Communication skills

Team player

Education

Higher level education or equivalent

Tools

Computer literate

Order processing systems

Job description

About us:
At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. You’ll work for an organisation that leads the way in the name of sustainability, gives back to the community and invests in its people. Ethics, passion, integrity and collaboration are at the core of everything we do, from new product innovation for our customers, to projects with our coffee farmers. We believe our continued success is due to great people.
Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!

Position: Customer Service Executive
Location: Glasgow, Head Office
Job Type: Full time, Permanent
Days: Monday to Friday, 39.5 hours per week
Salary: £ 27,626.30 plus target related commission (up to £400 per month)
Benefits: 28 days annual leave increasing with length of service, plus 4 public holidays,private medical cover, life insurance, private pension, staff discounts andmore!

A n exciting opportunity has arisen within Matthew Algie to apply for the position of Customer Service Executive on a full-time, permanent basis.

Job Purpose:
The Customer Service Executive is the main point of contact for all Matthew Algie and Espresso Warehouse customers. The Customer Service Executive handles all incoming queries, orders, complaints, and requests, responding in a polite, friendly, confident, and helpful manner to meet customers' needs, either directly or by referring them to the relevant internal department. The role holder's aim is to achieve optimum levels of customer service and build lasting customer relationships.

Key Responsibilities:

• Answer inbound calls within the target set out by the business. Answer all calls in a friendly, confident and professional manner. It is the role holder’s responsibility to familiarise themself with The Call Handling Procedure and adhered to it at all times
• Process all incoming product and applicable machine orders which will be received via telephone or electronically. All orders to be processed accurately and punctually; correct product and quantities to be allocated to the correct account within required timeframe. An attempt should be made to add value to orders whenever possible including informing the customer of the benefits of taking extra product to activate the relevant discount(s) available and adding to the customers current product range. It is important for the role holder to keep themself up-to-date with our products, services and offers.
• Handle all incoming service issues received via telephone and electronically. The role holder is responsible for liaison with logistics, carriers and/or colleagues in other departments to investigate and resolve issues relating to delivery issues; e.g. incorrect goods delivered, delivery enquiries, quality issues etc. Keep customers informed and updated until issue is resolved. Resolution should be made in a timely and accurate manner ensuring friendly and professional handling at all times throughout the process.
• The role holder will sometimes be called upon to train others in the role of the Customer Service Executive within the Contact Centre by using the department’s competency plan as a guide. Products, machines, procedures, systems and services should all be communicated within the training period. Regular feedback sessions to be carried out between Contact Centre Manager and trainer when an update will be given on the trainee’s progress
• Work as part of a team to ensure all shifts are sufficiently covered, e.g. prompt arrival for allotted shift start time, taking correct lunch and breaks to ensure that Matthew Algie is providing a high standard of customer service. A level of flexibility is required to provide cover for other team members absence, holidays etc

Key Performance Indicators:

• 95% calls answered in 10 seconds
• Minimum 99.5% accuracy in order processing
• 100% E-orders processed within 1 working day
• Upsell target as agreed by your Line Manager
• Range Extension target as agreed by your Line Manager

Person Specification
Education / Qualifications / Training:

• Desirable – Educated to Higher level or equivalent

Experience: Essential

• Reasonable experience in a Customer Service / call handling environment
• Working to defined targets
• Routine processing and administration

Desirable:

• Handling technical and product specification enquiries

Skills / Knowledge:

• Excellent call handling skills
• Ability to work under pressure, remaining calm whilst showing patience towards customers and colleagues
• Ability to “read” our customers, be efficient in identifying their needs, keep the interaction positive
• Ability to work to targets set by the business, doing all that can be done to help achieve department and personal targets and objectives
• Have a willingness to learn and to pass on what you have learned
• Excellent interpersonal skills to be able to build rapport with customers and colleagues across the organisation
• Good written and oral communication skills
• Computer Literate. Previous experience in the systems we use is desirable, as mentioned above
• Excellent planning and organisation skills to manage own workload to expected standards

Personal Attributes:

• Ability to work under pressure to meet deadlines and customer timeframes
• Ability to work independently and as part of a team
• Ability to be flexible to meet the needs of the team and the customer
• Punctual
• Good attention to detail and accuracy
• Ability to follow direction and work within agreed parameters
• A strong work ethic
• Resilience. Able to respond professionally and courteously to customer complaints while remaining composed

Application:
Note: This section previously included direct application instructions which have been removed in line with formatting guidelines.

Please note this is not a sponsored role, you MUST have Right to Work in the UK.

Equal Opportunities:
We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).

£27,626.30 per annum + target-related bonus. Bonus potential up to £400 per month.

Experience

To be considered for this previous position would require a demonstrable experience of achieving targets in an office administration environment product specification enquiries.