Customer Service Operator – Newcastle

Europa Worldwide Group; Newcastle upon Tyne; Hybrid; GBP 23,000 - 26,000; Full time

Benefits offered by this job

Competitive salary

Hybrid after probation

4 days onsite + 1 WFH

Free car parking

25 days annual leave

Wellbeing programme

Referral bonus

Employee discounts

Job summary

Europa Worldwide Group in Newcastle is seeking a Customer Service Operator to build and manage relationships with customers and handle day-to-day operations to meet service levels and financial targets.

You will be the first point of contact for your portfolio, provide quotes, and ensure HMRC compliance. The role offers a hybrid working pattern after probation, with 4 days onsite and one day from home, plus a competitive salary and benefits.

Qualifications

• Strong, confident personality with sales and/or customer service background.
• Effective time management and clear communication, both phone and email.
• A good head for numbers and accuracy; office experience preferred.
• Minimum 2 years in a commercial office role; logistics exposure ideal.

Responsibilities

• Be the first point of contact for your portfolio of customers.
• Communicate updates to customers via phone or email.
• Manage the customer service cycle from start to finish, ensuring compliance with HMRC customs.
• Provide quotes to meet customer requirements in a changing environment.
• Ensure commodity codes and invoices are correct and ready for dispatch.
• Proactively engage with existing customers to generate income.
• Respond promptly to customer questions and issues within agreed timelines.

Skills

Sales experience

Customer service

Communication skills

Time management

Numerical ability

Job description

Europa Worldwide Group is an ambitious and independently owned logistics business. We operate across three divisions – Europa Road, Europa Air & Sea, and Europa Warehouse – and our continued success has earned us a place in The Sunday Times Top Track 250 for three consecutive years.

With 15 sales offices across the UK and Ireland, plus a strong and expanding international footprint in Europe, and countries such as, Hong Kong, China, India, and Dubai, we’re investing heavily in our people, our infrastructure, and our future.

If you’re looking to be part of a forward-thinking organisation where your contribution genuinely makes an impact, Europa is a place where you can grow and thrive.

We are looking for

A Customer Service Operator to join our branch in Newcastle! You will build, manage and maintain relationships with customers as directed by the customer service manager and manage the day-to-day operations of the customers in your portfolio ensuring agreed service levels and financial targets are met.

What you will be doing as Customer Service Operator?

• Be the first point of contact for all matters related to your assigned portfolio of customers.
• Be responsible to communicate providing updates for customers through either phone or email facet.
• Manage the customer service cycle from start to finish ensuring that key information required to prepare quotes and process consignments are compliant with HMRC customs.
• Provide a variety of quotes to your customer to best service their requirements in an ever-changing scenario.
• Be responsible to ensure that make sure the commodity codes and invoices are correct and processed for dispatched.
• Be proactive in approaching and engaging with existing customers to generate income
• Respond in a timely manner to problem or concerns from customers within the required turnaround time.

Our Ideal Customer Service Operator

• Strong, confident personality with an internal sales background and/or customer service background.
• Time management skills are essential as are communication (face-to-face and over the phone) skills.
• A good head for numbers is required.
• At least 2 years commercial office experience & ideally some exposure to a logistics industry role (not essential)
• Excellent communicator and dedication to excellent customer service
• A desire to improve the Gross profit margins.

What we can offer in return

• Competitive salary plus a performance bonus
• Monday to Friday 9:00 to 5:30pm
• Hybrid working after probation, 4 days onsite and one working from home
• Convenient Onsite Amenities: Free car parking
• Generous Time Off: Benefit from 25 days of annual leave.
• Enhanced Family Leave: Benefit from enhanced maternity, paternity, and adoption pay.
• Benefits portal: where you access a wide range of exclusive discounts, company benefits, wellbeing resources and much more.
• Wellbeing Focus: Access our employee wellbeing programme for your overall health and happiness.
• Referral Rewards: Generous referral bonus when you refer a friend to work with us!
• Work-Life Balance: Thrive in a fantastic working culture that promotes an excellent work-life balance.
• Recognition Programs: Celebrate your contributions with our charity 50-50 and long service awards

Europa Worldwide Group are committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that an offer of employment is subject to the completion of a satisfactory pre-employment checks.