Senior Customer Service Advisor

VUFOLD TRADE; Macclesfield; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Early finish Fridays

23 days holiday + bank holidays

Free on-site parking

Full-time

Job summary

VUFOLD TRADE is seeking a proactive Senior Customer Service Advisor to join our post-sales team in the UK. You will handle inquiries from start to finish, own escalations, and support the team to maintain high service standards.

In this hands-on role, you will process replacement part orders, liaise with suppliers, and drive continuous improvement. The position offers a supportive, family-run environment with opportunities to progress toward supervision.

Qualifications

• Essential experience handling enquiries related to physical or manufactured goods, including advice, cancellations, returns and complaint resolution.
• Experience managing more complex customer issues and achieving positive outcomes through investigation and communication.
• Ability to investigate issues thoroughly and make well-judged decisions.
• Comfortable managing a busy caseload while prioritising urgent and escalated matters.
• Confident, professional verbal and written communication skills.

Responsibilities

• Manage daily customer emails and phone calls, responding to enquiries and resolving issues promptly and professionally.
• Take ownership of escalated complaints, technical queries, and challenging cases, ensuring fair outcomes.
• Create, update and manage cases within the CRM to track enquiries and resolutions.
• Process orders for replacement parts accurately and efficiently.
• Liaise with suppliers to arrange replacements and assist with product claims.
• Gather information, images and videos to reach balanced resolutions.
• Assist colleagues with complex issues and uphold department standards.
• Maintain accurate records across Sage, Magento and the CRM.
• Identify recurring issues and propose process improvements.

Skills

After-sales support

Complaint handling

Escalation management

Problem solving

Organization & time management

Excellent communication

Leadership potential

Tools

Sage

Magento

CRM

Job description

We are looking for a proactive and well-organised Senior Customer Service Advisor to join our post-sales support department. This is a hands-on role where you will manage customer enquiries from start to finish, taking ownership of more complex cases, complaints, and escalations while helping to maintain a high standard of service across the team.

You'll be working in a small, friendly team and dealing with a wide range of after-sales enquiries, ensuring every customer receives a fair, clear, and professional resolution. This role would suit an experienced Customer Service Advisor looking to progress their career and develop towards a future supervisory position.

Key Responsibilities:

• Customer Support: Manage daily customer emails and phone calls, responding to enquiries and resolving issues in a timely and professional manner.
• Complex Case Handling: Take ownership of escalated complaints, technical queries, and more challenging customer cases, ensuring fair and balanced outcomes.
• Case Management: Create, update, and manage cases within the CRM system to accurately track enquiries, complaints, and resolutions.
• Order Processing: Process orders for replacement parts accurately and efficiently (no sales involved).
• Supplier Liaison: Communicate with suppliers to arrange replacements, resolve product issues, and assist with product claims.
• Problem Resolution: Investigate customer concerns by gathering relevant information, images, and videos to reach balanced and fair outcomes.
• Team Support: Assist colleagues with complex customer issues, sharing knowledge and helping to maintain department standards.
• Systems Updating: Maintain accurate records across internal systems including Sage, Magento, and the CRM.
• Continuous Improvement: Highlight recurring issues and suggest improvements to processes and customer experience.

Experience & Requirements:

• After-Sales Support (Physical Products): Essential experience handling enquiries related to physical or manufactured goods, including advice, cancellations, returns, and complaint resolution.
• Complaint & Escalation Handling: Previous experience managing more complex customer issues and achieving positive outcomes through effective investigation and communication.
• Strong Problem-Solving Skills: Ability to investigate issues thoroughly and make well-judged decisions.
• Organisation & Time Management: Comfortable managing a busy caseload while prioritising urgent and escalated matters.
• Excellent Communication: Confident, professional verbal and written communication skills.
• Leadership Potential: A proactive attitude with a desire to develop professionally and progress towards a supervisory role in the future.

Why Join Us:

You'll be joining a premium brand in the home improvement sector, supplying high-quality internal and external glazing solutions to both retail and trade customers.

• Early finish every Friday
• 23 days holiday per year plus bank holidays
• Closed over the Christmas and New Year period
• Free on-site parking
• Full-time
• £28,000.00 - £30,000.00 per year

If you genuinely enjoy getting your teeth into a problem and take pride in seeing a customer's issue through to a clear and fair resolution, this role will suit you well. As a Senior Customer Service Advisor, you'll be trusted to handle some of the department's most complex cases while supporting the wider team through your experience and knowledge. This role offers an excellent opportunity for someone looking to take the next step in their career and develop towards a supervisory position in the future. We are a family-run business with small, supportive teams, where your contribution is noticed and valued every day.