Customer Services Advisor - Middleton

JW Lees; Manchester; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Private medical insurance

Enhanced pension scheme

33 days annual leave

30% discount on food and drink

Discounted hotel stays

Wellbeing support services

Career development programmes

Enhanced maternity/paternity/adoption

Friday pub access – The Cottage

JW BenefitHub discounts

Job summary

J.W. Lees & Co. in Manchester is seeking a customer-focused team member to handle inquiries via phone, email and face to face, building strong relationships and maintaining NAV records.

You will upsell where appropriate and support multiple departments to ensure orders are delivered on time. As part of a busy environment, you will manage repairs and service calls in NAV, coordinate with transport and warehouse, and help the Sales Team with ad hoc requests, while meeting KPIs and maintaining high

Qualifications

• Excellent communication skills, both written and oral.
• Proficient with Microsoft Office packages.
• Professional and flexible with the ability to work in a high-pressured environment.

Responsibilities

• Deal with customers via phone, email or face to face in an efficient and professional manner.
• Build excellent relationships with customers.
• Ensure customer records are up to date on NAV.
• Upsell and cross sell to increase average sales value where possible.
• Manage call diaries and ensure customers are called on allocated days.
• Cover front-of-house phones and reception when required.
• Manage repairs and Tech Service calls through NAV, allocate work to contractors and chase updates.
• Liaise with other departments to resolve queries.
• Work with transport and warehouse to ensure on-time delivery of orders.
• Deal with customer complaints professionally and escalate when needed.
• Assist Sales Team with ad hoc requirements.
• Aim for KPI targets and customer service levels; be computer literate and proficient in Microsoft Office.
• Demonstrate excellent communication and teamwork, with a can-do attitude and attention to detail.

Job description

• Ensuring all customers are dealt with in an efficient and professional manner via phone, email or face to face
• Build excellent relationships with customers
• Ensure that all customer records are up to date on NAV
• Keeping up-to-date with all the latest products and promotions and advising customers of the same
• Upselling and cross selling where possible to increase average sales value
• Managing call diaries ensuring all customers are called on allocated days
• Ensure phones are always covered and cover reception when required
• Managing repairs and Tech Service calls through NAV - allocating work to specific contractors and chasing updates
• Liaising with other departments to assist in resolving any queries
• Working closely with transport and warehouse to ensure on time delivery of customer orders and any ad hoc order requests
• Dealing with any customer complaints in a professional manner recognising the need to escape where required
• Assisting the Sales Team with any ad hoc requirements or needs
• Achieving set KPI's and Customer Service Levels and Standards
  Computer literate, proficient to an intermediate standard in all Microsoft Office packages
• Excellent communication, both oral and written
• Professional and flexible
• Be able to cope within a high-pressured environment
• Be able to devise solutions to issues as they arise
• Ability to work in a team
• Always demonstrate a can-do attitude
• Being driven and positive
• Ability to multi task
• Target driven
• Being sales oriented
• High level of organisational skills
• High level of motivation
• Ability to pay attention to detail and to work methodically and accurately

Proudly family owned and nearly 200 years old, JW Lees are the original modern, traditional brewer. With 150 pubs, inns and hotels across the North West and North Wales, we are passionate about great beer, fantastic food and memorable experiences.

We put people at the heart of our business, always doing the right thing and always sticking together. Our six values are at the heart of everything we do: Proud - Savvy - Honest - Passionate - Personal - Together

• Competitive pay plus annual profit share bonus, ensuring you share in the success of the company
• Private medical insurance
• Enhanced pension scheme
• 33 days annual leave (inclusive of bank holidays)
• 30% discount on food and drink across our pubs, inns and hotels for you and friends and family
• Discounted stays in our hotels and inns
• 24 hour confidential wellbeing support, plus counselling provided by the Licenced Trade Charity
• Great opportunities to grow in your role and progress your career with our internal and external development programmes
• Enhanced maternity, paternity and adoption policies
• Access to our onsite pub 'The Cottage', each Friday.
• Access to JW BenefitHub, giving you access to a huge range of high street and online discounts