Hybrid Customer Engagement & Delivery Support Specialist

Air Products Inc.; Worcester; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Air Products Inc. in Worcester is seeking a Customer Engagement Advisor to support the CryoEase customer-facing operations.

You’ll handle day-to-day customer and driver enquiries, update delivery arrangements and maintain accurate records to ensure reliable, high‑quality service. In this fast-paced role, you’ll use MS Office applications, demonstrate strong communication and problem‑solving skills, and collaborate with internal teams to resolve issues and protect customer satisfaction across

Qualifications

• Strong commitment to delivering excellent customer service.
• Professional and approachable communicator with a courteous telephone manner.
• Solution-focused with sound judgement and strong problem-solving.
• Able to work in a fast-paced, high-volume operational environment.
• Organised and able to manage multiple priorities.
• Collaborative team player and adaptable to change.
• Comfortable using MS Office applications, including Outlook and Excel.

Responsibilities

• Respond professionally to a high volume and wide range of customer and driver enquiries.
• Identify practical solutions that balance customer expectations with business requirements.
• Provide timely, accurate and proactive customer communications, including updates to delivery arrangements.
• Maintain accurate customer records and manage the CryoEase shared mailbox within agreed timescales.
• Identify customers at risk of leaving Air Products and escalate appropriately to retention or commercial teams.
• Work closely with internal teams to resolve operational issues and support successful deliveries.
• Undertake other reasonable duties and adapt to changes in responsibilities or working arrangements in line with business needs.

Skills

Customer service

Communication

Problem-solving

Teamwork

Organised

MS Office

Education

GCSEs including Math, English and Science (Grade C or above)

Tools

Microsoft Excel

Outlook

Job description

Air Products Inc. in Worcester is seeking a Customer Engagement Advisor to support the CryoEase customer-facing operations.

You’ll handle day-to-day customer and driver enquiries, update delivery arrangements and maintain accurate records to ensure reliable, high‑quality service. In this fast-paced role, you’ll use MS Office applications, demonstrate strong communication and problem‑solving skills, and collaborate with internal teams to resolve issues and protect customer satisfaction across