Customer Services Advisor

AKW Medi-care Limited; Droitwich Spa; Hybrid; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Hybrid work patterns

Office/home split

Leave: maternity/paternity/adoption

Sick leave

Annual leave: 25 days + BH

Virtual GP

Job summary

AKW Medi-Care Limited is looking for a Customer Services Advisor to join the team in a hybrid role. You will be the first point of contact handling inquiries and orders across multiple channels, aiming for first-time resolution and excellent customer experience.

You will deliver professional support from the office and home, manage orders, and collaborate with colleagues to improve processes while meeting deadlines and performance targets.

Qualifications

• GCSEs (or equivalent), including English and Mathematics.
• Excellent verbal communication and listening skills.
• Strong customer focus and commitment to delivering exceptional service.
• Ability to work effectively to deadlines and performance targets.

Responsibilities

• Deliver exceptional customer service across phone, email, and other communication channels.
• Respond to customer enquiries promptly, professionally, and effectively.
• Process customer orders and quotations accurately and efficiently.
• Handle incoming calls while maintaining high service standards.
• Resolve customer collection requests in line with company processes and service commitments.
• Take ownership of customer issues and ensure they are resolved right first time.
• Work collaboratively with colleagues across the business to provide seamless customer support.
• Identify opportunities to improve customer experience and business processes.
• Contribute to a culture of continuous improvement and world-class customer service.

Skills

Customer service

Verbal communication

Teamwork

Problem solving

Attention to detail

Education

GCSEs (or equivalent) including English and Mathematics

Job description

Location Hill Industrial State 170, Bury WR9 9AW

This is a Permanent , Full Time vacancy.

The Vacancy

Customer Services Advisor

Location:Droitwich Spa(Hybrid Working Available, 3 days in the office and 2 days working from home)
Department: Customer Services
Hours:09:00 - 17:00hrs, 35 hours per week, Full-Time
Reporting To: Customer Services Co-ordinator

Join a Team That Makes a Difference

Are you passionate about delivering exceptional customer service and creating positive customer experiences? Do you enjoy solving problems, building relationships, and being part of a supportive, high-performing team?

We are looking for a Customer Services Advisor to join our growing Customer Services team. This is an exciting opportunity for someone who thrives in a fast-paced environment and takes pride in providing outstanding service from the very first interaction.

As a Customer Services Advisor, you will play a vital role in managing the customer journey, ensuring every enquiry is handled professionally, efficiently, and with a genuine commitment to excellence.

What You'll Be Doing

As the first point of contact for many of our customers, you will:

• Deliver exceptional customer service across phone, email, and other communication channels.
• Respond to customer enquiries promptly, professionally, and effectively.
• Process customer orders and quotations accurately and efficiently.
• Handle incoming calls while maintaining high service standards.
• Resolve customer collection requests in line with company processes and service commitments.
• Take ownership of customer issues and ensure they are resolved right first time.
• Work collaboratively with colleagues across the business to provide seamless customer support.
• Identify opportunities to improve customer experience and business processes.
• Contribute to a culture of continuous improvement and world-class customer service.

What We're Looking For

We're seeking an enthusiastic and customer-focused individual who can build strong relationships and deliver excellent results.

• Previous experience in a customer service role.
• GCSEs (or equivalent), including English and Mathematics.
• Excellent verbal communication and listening skills.
• Strong customer focus and commitment to delivering exceptional service.
• Ability to work effectively to deadlines and performance targets.
• A proactive and self-motivated approach.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.

You'll Stand Out If You Have

• A passion for exceeding customer expectations.
• Confidence in handling multiple priorities in a busy environment.
• A positive, can-do attitude and willingness to go the extra mile.
• A desire to contribute ideas and drive improvements.

Why Join AKW?

At AKW, we believe our people are the key to our success. When you join our team, you'll become part of a supportive and collaborative environment where your contribution is valued and your development is encouraged.

You’ll have the opportunity to:

• Work within a friendly and supportive team.
• Develop valuable customer service and business skills.
• Make a real impact on customer satisfaction and business success.
• Enjoy the flexibility of hybrid working.
• Be part of a company committed to continuous improvement and excellence.
• Help us fulfil our mission of making everyday life better for our customers.

AKW is an equal opportunities employer. We welcome applications from all suitably qualified candidates, regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, pregnancy or maternity.

The Benefits

• Hybrid work patterns
• 60% office, 40% home based (where nature of role permits this is possible)
• Occupational maternity, paternity, and adoption leave
• Occupational sick leave
• 25 days of annual leave plus bank holidays
• 25 days of annual leave plus bank holidays (entitlement increases with length of service)
• Virtual GP and second medical opinion service

AKW Medi-Care Ltd is part of a group of businesses based in the UK, Isle of Man, France, and Belgium. We are the UK's leading manufacturer of accessible bathrooms and kitchens for people with reduced mobility, enabling people to live more independently in their own homes.As an organisation with over 31 years' experience, we are passionate about supporting independent living with superior quality products which are practical, future-proof, beautifully designed and stylish, whilst improving overall quality of life.

We are very proud of our people and the great work that has been accomplished to help our organisation to grow and be successful. Many of our Directors and Senior Management team are long serving employees with over 20+ years of experience within the organisation. We are on a journey together, to build on the work that has been achieved and to continue to focus on career training and development because, most importantly, we want to ensure our people feel connected to their work, feel valued for their contribution, and feel motivated to continue to grow as part of our team.