Customer Services Advisor

Berwick Care; Telford; On-site; GBP 21,000 - 27,000; Full time

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外部

Career development opportunities and外部

Job summary

Berwick Care is seeking a Customer Services Advisor to be the first point of contact for customers, handling enquiries, orders and quotes with care. You will work in a busy on-site team, providing clear guidance and owning queries from start to finish.

Ideal candidates will have strong communication skills, experience in customer service, and IT literacy with CRM systems. Training will be provided to understand Berwick Care products and processes, ensuring high standards of service.

Qualifications

• Experience in a customer service, call centre or retail environment is desirable
• Strong verbal and written communication skills
• Excellent customer service 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 complete training on products, systems and processes

Responsibilities

• Act as first point of contact for customers via phone, email and live chat, in a friendly, professional and timely manner
• Provide clear and accurate advice on products, orders, pricing and delivery
• Take ownership of customer queries from start to finish and keep customers informed
• Escalate complex issues to relevant departments or senior team members and follow up to ensure resolution
• Maintain accurate, up-to-date customer records and interaction notes on the CRM system
• Process customer orders accurately and efficiently with correct pricing and delivery information
• Manage and follow up on back orders and update customers on progress and delivery dates
• Liaise with internal teams to ensure orders are fulfilled smoothly
• Prepare and issue accurate customer quotes and support tender processes
• Resolve customer complaints and returns professionally according to procedures
• Meet or exceed individual and team KPIs and continuously improve processes
• Support colleagues and provide cover to maintain service levels

Skills

Communication skills

Customer service

Team player

Problem solving

Calendar/time management

Calm under pressure

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

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.

Job Purpose

To be a first point of contact for Berwick Care's customers, providing friendly, helpful and accurate advice and 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 role for someone who takes real accountability, is keen to learn and is motivated to go above and beyond for customers.

Accountabilities

Customer Enquiries & Ownership

• Act as a first point of contact for customers, responding to enquiries via phone, email and live chat in a friendly, professional and timely manner
• Provide clear and accurate advice to customers on products, orders, pricing and delivery
• 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 or senior team members where required, and follow up to ensure 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
• Support price comparisons and tender processes, including gathering information for the wider team

Complaints & Returns

• Resolve customer complaints and returns professionally and fairly, in line with company procedures
• Report recurring issues and customer feedback to senior team members to help 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 suggest improvements to processes and the overall customer experience
• Support colleagues and the wider team, providing cover as required to maintain service levels
• Comply with all company policies and procedures, including data protection (UK GDPR) and health and safety requirements

Requirements

Skills & Experience

• Previous experience in a customer service, call centre or retail environment (desirable but not essential - full training will be provided)
• 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 Services Advisor works within a busy, fast-paced customer service team and will receive full training on Berwick Care's products, systems and processes, while being trusted to manage their own workload 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:

• Company-wide bonus scheme
• Free lunch provided daily
• Free on-site parking
• On-site gym access
• Career development opportunities and external training