Customer Services Advisor

Printed; Cramlington; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Staff discounts

Friends & Family discounts on print

Cycle to work scheme

Home & Tech Scheme

EV scheme

Breakfast and drinks provided

Summer and Christmas Parties

Street food days

Perkbox access

Employee Assistance Programmes

Enhanced parental leave

Employee referral scheme

Job summary

Printed.com in Cramlington is seeking an enthusiastic Customer Service Representative to join our busy CS team. You will handle customer inquiries by phone, email and chat, process reprints and refunds, track deliveries and help maintain high service standards.

Our CS team is central to our growth and offers opportunities to move into other areas such as marketing or product development. Join us to be part of a forward-thinking, supportive environment.

Qualifications

• Demonstrate good telephone manner and empathy in customer interactions.
• Ability to understand and follow written or oral instructions.
• Must maintain a high level of accuracy and attention to detail.
• Show initiative and prioritise in a busy setting.
• Comfortable working in a fast-paced environment and able to multi-task.

Responsibilities

• Deal effectively with customers on a daily basis in a polite and professional manner.
• Respond to emails efficiently and follow up with calls as required.
• Resolve problems or complaints promptly, including arranging reprints or processing refunds/discount codes.
• Review reprinted jobs prior to dispatch.
• Track deliveries with courier service and record relevant information.
• Manage returned jobs via courier service.
• Log all calls accurately throughout the day.
• Handle immediate contact channels (calls, chat, social media) daily.
• Respond to Trustpilot reviews.

Skills

Telephone skills

Empathy

Accuracy

Initiative

Prioritisation

Multi-tasking

Fast-paced environment

Job description

We are Printed.com, one of the largest and fastest growing online print shops in the UK. We are filled to the brim with a passionate team who are mad about printing, designing, building and growing the business. In the office you’ll find that we are forward-thinking, with a mission to be creative, innovative and to help our customers. We are constantly investing in new products and using technology to improve how we increase our market share and take advantage of new opportunities. Catch us in our production space and you will find a fast-paced, dedicated team who endeavour to reach perfection for our customers.

We are looking to recruit an enthusiastic and passionate Customer Service Representative to join our Customer Service team in Cramlington.

At Printed.com, our Customer Service (CS) team isn't just a department—it's the heart of our organisation. Often dubbed our "pot of gold," the CS team is where many of our talented employees begin their journeys and find abundant opportunities for career advancement. One of the standout features of our team is the speed at which members can progress. On average, it takes just one year for a CS team member to advance to a different role within the company. Whether you aspire to move into marketing, product development, or another area, the CS team is your launchpad. Many of our current leaders began their careers in the CS team. Their journeys are a testament to the opportunities available and the supportive environment that fosters growth.

• Deal effectively with customers on a daily basis in a polite and professional manner
• Respond to emails efficiently, follow up with calls as required
• Ensure all problems or complaints are dealt with in a timely manner including arranging reprints or processing refunds/discount codes
• Responsible for review of reprinted jobs prior to dispatch
• Tracking deliveries with courier service and recording relevant information
• Managing returned jobs via courier service
• Accurately log all calls throughout the day
• Deal with immediate contact channels on a daily basis i.e. calls, chat service, social media
• Respond to reviews on Trustpilot

Skills:

• Demonstrate good telephone manner, understanding and empathy skills.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Must have a high level of accuracy
• Able to demonstrate initiative and ability to prioritise
• Ability to work within a fast paced environment
• Able to effectively multi-task

• 22 days holiday rising to 25 with service, plus 8 days bank holidays

• Staff discounts & Friends and Family discounts on print
• Cycle to work scheme, Home & Tech Scheme and EV scheme
• Breakfast and drinks provided
• Summer and Christmas Parties
• Street food days
• Access to Perkbox and Employee Assistance Programmes
• Enhanced parental leave
• Employee referral scheme