Onsite Customer Experience Advisor

Banner; Trowbridge; On-site; GBP 21,000 - 29,000; Full time

Job summary

Banner, a leading UK schoolwear supplier, seeks a Customer Service Advisor to deliver professional customer service, manage enquiries, and process orders at our Trowbridge site. The role requires working 8.30am–5pm, 40 hours per week, with no remote work.

Immediate start; involvement in shaping service delivery and coaching new team members. We value sustainability and equality; as a B-Corp company we encourage responsible practices and a culture of respect.

Qualifications

• Experience in a customer service environment.
• Experience handling customer enquiries by telephone.
• Experience processing customer orders or administrative transactions.
• Team player with ability to work effectively with others.
• Good standard of secondary education, including English and Mathematics.

Responsibilities

• Respond to customer enquiries via telephone and other channels professionally.
• Resolve customer queries within delegated authority and escalate when needed.
• Deliver a high-quality customer experience that maintains satisfaction and loyalty.
• Maintain accurate records of customer interactions and actions taken.
• Process customer orders accurately and efficiently according to procedures and KPIs.
• Verify order details, product information, pricing, and delivery requirements.
• Liaise with internal stakeholders to ensure orders are fulfilled on time.
• Identify and resolve order-related discrepancies to minimise impact.
• Demonstrate competence across multiple departmental activities and provide support to meet operational demands.
• Maintain knowledge of systems, processes, products, and procedures.
• Contribute to continuous improvement initiatives in customer service and operations.
• Support induction and development of new team members through on-the-job guidance.
• Act as a role model for customer service standards and company values.
• Share best practices and support colleagues to promote team effectiveness.

Skills

Independent work

Multi-skilled

Coaching/mentoring

Communication

Attention to detail

Systems proficiency

Education

Secondary education (English & Math)

Tools

CRM

Order management systems

Job description

Banner, a leading UK schoolwear supplier, seeks a Customer Service Advisor to deliver professional customer service, manage enquiries, and process orders at our Trowbridge site. The role requires working 8.30am–5pm, 40 hours per week, with no remote work.

Immediate start; involvement in shaping service delivery and coaching new team members. We value sustainability and equality; as a B-Corp company we encourage responsible practices and a culture of respect.