Customer Service Representative

Berwick Care

Telford

On-site

GBP 18,000 - 22,000

Full time

33 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Company-wide bonus scheme

Free lunch provided daily

Free on-site parking

On-site gym access

Career development opportunities and外訓

Job summary

Berwick Care is seeking a Customer Service Representative to be the frontline contact for customers, delivering an outstanding experience. You will manage inquiries, process orders, and provide proactive updates while collaborating with internal teams to maintain high service standards.

The role is full-time and on-site at our Stafford Park, Telford location, with focus on accuracy, responsiveness and continuous improvement of customer interactions.

Qualifications

Excellent communication skills in phone, email and live chat.
Experience using CRM systems to manage customer records.
Strong organisational skills and ability to prioritise in a fast-paced environment.

Responsibilities

Act as the first point of contact for customers via phone, email and live chat, delivering a friendly, timely service.
Take ownership of customer queries from start to finish and ensure resolution.
Process orders accurately and liaise with internal teams to fulfil efficiently.

Skills

Verbal & written communication

Customer service excellence

Organisation & time management

Calm under pressure

Problem solving & multitasking

Team player

Willingness to learn

Tools

CRM systems

Job description

About Us

At Berwick Care, we supply handpicked products to care homes across the UK. What makes us different is our people. Our customers know us by name, trust us to get it right, and know we'll be there when they need us most. That's what By Your Side means to us.

About Us

Job Purpose

To be the first point of contact for Berwick Care's customers, delivering an outstanding customer experience by taking ownership of every enquiry from start to finish. The postholder will ensure smooth communication, accurate and efficient order processing, and proactive problem-solving, supporting both customers and the wider team. This is a hands-on, fast-paced, full-time role for someone who takes real accountability for outcomes, manages their own workload and priorities effectively, and is motivated to go above and beyond to uphold the high standards of the business.

Accountabilities

Customer Enquiries & Ownership

Act as the first point of contact for customers, responding to enquiries via phone, email and live chat in a friendly, professional and timely manner
Take ownership of customer queries from start to finish, keeping customers informed and ensuring every issue is followed through to a satisfactory resolution
Escalate complex issues to the relevant departments where required, and follow up to ensure the customer receives a resolution
Maintain accurate, up-to-date customer records and interaction notes on the CRM system

Order Processing

Process customer orders accurately and efficiently, ensuring details, pricing and delivery information are correct
Manage and follow up on back orders, proactively updating customers on progress and expected delivery dates
Liaise with internal teams (e.g. warehouse, purchasing and finance) to ensure orders are fulfilled smoothly

Quotes, Pricing & Tenders

Prepare and issue accurate customer quotes, following up to help convert quotes into orders
Conduct price comparisons and support the business with tender processes, including gathering information and preparing documentation

Complaints & Returns

Resolve customer complaints and returns professionally and fairly, in line with company procedures
Identify the root cause of recurring issues and share feedback with the relevant teams to prevent reoccurrence

Performance & Continuous Improvement

Meet or exceed individual and team performance targets (KPIs), including response times, call handling and Net Promoter Score (NPS)
Manage own workload and prioritise effectively in a fast-paced, changing environment
Proactively identify and suggest improvements to processes, systems and the overall customer experience
Support colleagues and the wider team, providing cover as required to ensure service levels are maintained
Comply with all company policies and procedures, including data protection (UK GDPR) and health and safety requirements

Requirements

Skills & Experience

Strong verbal and written communication skills
Excellent customer service skills with a professional approach
IT literate, with experience of using CRM systems
Strong organisation and time management skills
Ability to remain calm under pressure
Problem-solving and multitasking ability
Team player with a positive attitude
Willingness to learn and continuously develop, including completing training on company products, systems and processes

Behaviours & Attributes

Ownership & Accountability - takes responsibility and follows through
Drive & Work Ethic - willing to go above and beyond when needed
Resilience - able to manage pressure and handle challenging situations
Adaptability - comfortable in a fast-paced, changing environment
Customer-Focused Approach - always prioritises the customer experience
Passion & Energy - brings a positive, can-do attitude
Proactive Mindset - looks for improvements and solutions

Benefits

This is a full-time, on-site role based at Berwick Care, Stafford Park, Telford. The Customer Service Representative works within a busy, fast-paced customer service team and is trusted to manage their own workload, prioritise effectively and take accountability for outcomes. The role works closely with other departments to ensure every customer interaction reflects the high standards of the business.

Berwick Care is looking for the right mindset as much as experience. In return, employees benefit from: