Customer Service Representative

Tata Steel UK; Lisburn; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Market competitive salary

35 days holidays per annum

Annual Pay Review

Quarterly Bonus Scheme

Private Healthcare Scheme (Individual)

Defined contribution pension (10%+6%)

Job summary

Tata Steel UK is seeking a Customer Service Representative in Lisburn, hybrid role, to be the key link between customers and Commercial/Planning teams, handling orders, queries, notifications and complaints.

You will drive the Customer Services Strategy, support commercial and operational teams, uphold Tata Steel standards, and aim to deliver excellent service, strong relationships and profitable outcomes.

Qualifications

• Strong customer service focus with a passion for delivering excellent customer experiences.
• Ability to build effective relationships and influence stakeholders at all levels.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organisational skills with a high level of attention to detail.
• Good understanding of business processes and customer service operations.
• Ability to work effectively within a fast-paced, matrix environment.

Responsibilities

• Live the TSUK values, ensuring commercial compliance and high standards of business ethics.
• Promote the use of Nexus for ordering and customer documentation.
• Act as the main day-to-day contact for customers, providing order updates, delivery communication, and service support.
• Process customer orders accurately and within agreed timescales using Stratix.
• Monitor order due dates and proactively identify and resolve service issues, escalating where necessary.
• Build and maintain strong customer relationships, ensuring agreed service levels are achieved.
• Work closely with Commercial teams, Lead CSRs, and Planning teams to manage customer requirements, delivery performance, and order fulfilment.
• Handle customer complaints and coordinate timely resolution of issues.
• Conduct customer satisfaction calls and share feedback with relevant stakeholders.
• Ensure compliance with sales administration and master data processes, including contract reviews, customer orders, and pricing updates.
• Attend internal and customer meetings, completing agreed actions within required timescales.
• Ensure full compliance with Tata Steel’s Health, Safety, Environmental and Quality standards, procedures and policies, demonstrating a proactive commitment to always maintaining a safe and healthy working environment.

Skills

Customer service

Stakeholder management

Communication skills

Organisational skills

Business processes

Matrix environment

Job description

Customer Service Representative

Location: Lisburn (Hybrid)

Department: Distribution UK & Ireland

Salary: £25,500+ per annum, plus benefits

Closing Date: 11th September 2026

Interviews to be conducted on w/c 21st September 2026

We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference.

Purpose of the Role

To deliver high levels of customer satisfaction by acting as the key link between customers, Commercial teams, and Planning teams, ensuring excellent service and effective order management.

As the key office-based contact for a portfolio of customers, you will manage day-to-day interactions including orders, queries, notifications, and complaint handling. You will play a vital role in delivering the Customer Services Strategy, supporting both Commercial and Operational teams, and contributing to customer satisfaction, operational performance, and profitability.

Key Responsibilities

• Live the TSUK values, ensuring commercial compliance and high standards of business ethics.
• Promote the use of Nexus for ordering and customer documentation.
• Act as the main day-to-day contact for customers, providing order updates, delivery communication, and service support.
• Process customer orders accurately and within agreed timescales using Stratix.
• Monitor order due dates and proactively identify and resolve service issues, escalating where necessary.
• Build and maintain strong customer relationships, ensuring agreed service levels are achieved.
• Work closely with Commercial teams, Lead CSRs, and Planning teams to manage customer requirements, delivery performance, and order fulfilment.
• Handle customer complaints and coordinate timely resolution of issues.
• Conduct customer satisfaction calls and share feedback with relevant stakeholders.
• Ensure compliance with sales administration and master data processes, including contract reviews, customer orders, and pricing updates.
• Attend internal and customer meetings, completing agreed actions within required timescales.
• Ensure full compliance with Tata Steel’s Health, Safety, Environmental and Quality standards, procedures and policies, demonstrating a proactive commitment to always maintaining a safe and healthy working environment.

Knowledge, Skills & Experience

• Strong customer service focus with a passion for delivering excellent customer experiences.
• Ability to build effective relationships and influence stakeholders at all levels.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organisational skills with a high level of attention to detail.
• Good understanding of business processes and customer service operations.
• Ability to work effectively within a fast-paced, matrix environment.

Key Competencies

• Customer & Quality Focus
• Analytical Thinking
• Attention to Detail
• Drive for Results
• Problem Solving & Decision Making
• Influencing & Relationship Building

This version removes a lot of the internal process wording while keeping the key responsibilities and competencies that candidates need to understand the role.

What we can offer you

Tata Steel UK offers their employees significant benefits packages. For this role, you will benefit from:

• A market competitive salary
• 35 days holidays per annum
• Annual Pay Review
• Quarterly Bonus Scheme – subject to business performance
• Private Healthcare Scheme (Individual cover)
• One of the UK’s leading defined contribution pension schemes (10% employer contribution / 6% employee contribution)

We also have an extensive list of lifestyle benefits including free onsite parking at all our sites, an employee assistance programme as well as Employee discount scheme for companies including Vodafone, Jaguar Land Rover and also various local services.

Why us?

Tata Steel is one of the world’s top 10 steel producers. The combined group has an annual aggregate crude steel capacity of more than 33 million tonnes with approximately 80,000 employees across four continents. We’re part of the Tata Group, one of the largest, most diverse conglomerates in the world with businesses in the UK including Tata Steel, Jaguar Land Rover and Tetley Tea.

Sustainabilityis at the very heart of what we do, and we are dedicated to managing our operations responsibly and to continuouslyimprovingour performance. Innovating for tomorrow, making a positive impact today.

Tata Steel in the UK is committed to our ambition of reducing energy consumption and to becoming a carbon neutral steelmaker by 2045, to find out more about our journey click here Stoves cooking less carbon – YouTube

To learn more about who we are and what we can offer our future employees, please click on the link to watch the following video: Tata Steel – A place you can thrive – YouTube