Customer Support Advisor

Eurocell; Newcastle-under-Lyme; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance 3x

Staff discount

Pension plan

Share Save Scheme

Christmas shutdown

Employee discounts

25 days holidays

Job summary

Eurocell are seeking a proactive Customer Support Advisor to join Compdoor, Newcastle under Lyme, on a site-based role. You will manage customer enquiries, resolve issues, and coordinate remedial works, ensuring a first-class service while building strong customer relationships.

You’ll handle calls and emails, investigate complaints, maintain records, and support quotes and reporting. Excellent organization, empathy, and communication will help you succeed in our manufacturing environment.

Qualifications

• Proven experience in customer service, support, or resolutions.
• Confident written and verbal communication.
• Ability to handle complaints professionally with empathy.
• Highly organized with strong attention to detail.
• Able to manage multiple priorities in a busy environment.
• Proactive, solution-focused and independent work style.
• Competent in Microsoft Office: Excel, Word, Outlook.

Responsibilities

• Manage day-to-day operation of the customer resolution system.
• Handle enquiries via telephone and email with professionalism.
• Investigate and manage customer complaints per policy.
• Coordinate remedial works and rework with internal teams.
• Maintain accurate customer records and documentation.
• Prepare customer quotations and provide admin support.
• Produce monthly management reports and ad-hoc analysis.
• Identify trends and opportunities for process improvements.
• Develop understanding of products, services, and policies.
• Support general telephone duties and ensure a positive experience.

Skills

Customer service experience

Confident communicator

Empathy in handling complaints

Exceptional organization

Multi-tasking ability

Microsoft Office (Excel/Word/Outlook)

Job description

ROLE: Customer Support Advisor
HOURS: Monday - Friday 08:30 - 17:00
SALARY: £26,000 rising to £27,810 following successful probation period
BENEFITS: Healthcare Cash Plan, 3x Salary Life Assurance, High Street Discounts, Staff Discount
BASE: Site Based - Compdoor, Newcastle Under Lyme

Eurocell are a stock market listed Plc and the market leader for uPVC products within the building industry. We know that our people are our greatest asset, we are successful, dynamic, ambitious and looking for great team players to grow with us.

As part of our continued growth, we are looking for a proactive and customer-focused Customer Support Advisor to join Compdoor, part of the Eurocell Group of companies, Newcastle under Lyme.

This is an excellent opportunity for someone who enjoys problem-solving, building positive customer relationships, and working in a fast-paced manufacturing environment where delivering a first-class customer experience is at the heart of everything we do.

As a Customer Support Advisor, you will play a key role in managing customer enquiries, complaints, remedial works, and resolution activities. You will act as a vital link between our customers and internal teams, ensuring issues are handled professionally, efficiently, and to a high standard.

WHAT OUR CUSTOMER SUPPORT ADVISORS DO:

• Manage the day-to-day operation of the customer resolution system, ensuring customer issues are progressed effectively and resolved in a timely manner
• Handle customer enquiries via telephone and email, providing a professional and courteous service at all times
• Investigate and manage customer complaints in line with company policies and procedures
• Coordinate remedial works and rework activities, communicating effectively with both customers and internal departments
• Maintain accurate customer records and ensure all supporting documentation is completed correctly and on time
• Prepare customer quotations and provide administrative support where required
• Produce monthly management reports and ad-hoc analysis as requested
• Identify trends, recurring issues, and opportunities for process improvements, providing recommendations to management
• Develop and maintain a strong understanding of company products, services, and policies
• Support general telephone duties and ensure customers receive a positive experience

WHAT WE NEED FROM OUR CUSTOMER SUPPORT ADVISORS:

• Proven experience in a customer service, customer support, complaints handling, or customer resolutions role
• Confident communicator, both written and verbal
• Able to handle customer complaints professionally and with empathy
• Highly organised with excellent attention to detail
• Comfortable managing multiple priorities in a busy environment
• Proactive, solution-focused, and able to work independently
• Competent in Microsoft Office, including Excel, Word, and Outlook

WHAT WE OFFER OUR CUSTOMER SUPPORT ADVISORS:

• You will be rewarded with a very competitive basic salary
• 25 days holiday, plus statutory holidays - normally 33 days in total each year
• Free Healthcare plan for all employees
• Enhanced Maternity and Paternity benefit
• Free Life Assurance Plan of 3x your Annual Salary
• Christmas shutdown
• Option to join the Eurocell Share Save Scheme at discounted rates, and share in our company success
• Company Pension Plan
• Employee discount on Eurocell products
• Discounts across many well-known online and high street retailers
• A blend of training, including e-learning and on the job training to help your career development
• Care First Employee Assistance Programme, available 24 hours a day, 365 days a year for confidential support and advice, if and when you need it
• Colleague Referral Programme; we pay you for successfully referring people to join our team
• Excellent opportunities to grow with us, and progress your career