Service Care Advisor

Numatic International; Chard Town; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

On-call weekend rota pay

Job summary

Numatic International is seeking a Service Care Advisor to deliver outstanding customer service, triage product questions, and provide timely, accurate support to Numatic customers. The role includes on-call weekend work on a rota basis with additional pay.

You will handle administrative tasks, maintain records, and generate reports for management while ensuring high standards of service and customer satisfaction across all product lines.

Qualifications

• GCSE English & Maths (A-C) or equivalent work experience.
• Experience delivering excellent customer service.
• Ability to guide customers on product usage.
• Experience with office/IT systems.
• Strong organisation and time management skills.
• Desirable: Numatic product knowledge; familiarity with MRP systems.

Responsibilities

• Act as the main point of contact for Floorcare Services to triage customer queries.
• Provide accurate quotations and respond to customer questions promptly.
• Maintain and update databases, generate reports for management, and support compliance.
• Identify upselling opportunities and drive service excellence.
• Liaise with internal departments and external contacts to resolve issues.

Skills

Customer service

Time management

IT systems

Product knowledge

Education

GCSE English & Maths

Tools

Oracle

TOPdesk

Job description

• Location MILLFIELD ROAD,Chard, TA20 2GB,United Kingdom
• Employee Type Perm

Description

The Service Care Advisor will be responsible for delivering excellence in customer service with ability to recognise customer needs whilst using expertise and demonstrating an extensive all-round product knowledge which will include identifying upselling opportunities. With a thorough understanding of Numatic International’s products and specialised customer requirements, the Service Care Advisor will triage product or service queries in the first instance, with the aim of providing an efficient service outcome. You will interact directly with new and existing Numatic International customers, using initiative and judgement to provide a timely reactive service to customer requirements and requests determined by demand and Service Level Agreement.

The Service Care Advisor will be responsible for administrative system-based activities. Accountable for carrying out a variety of tasks ensuring relevant records are up to date and all administrative processes work effectively.

The role will include some on call weekend working. There is additional payment for this and it is arranged on a rota basis

Requirements

• GCSE Level 5 or above (GCSE grade A-C) in English and Maths or relevant work experience.
• Ideally you will have experience of influencing and providing excellence in a customer service.
• Demonstrable ability to relay instructions and guide customers around product.
• Experience of using office and IT systems
• Experience in organising and time management.
• Desirable; Numatic International product knowledge.
• Desirable; Previous experience of MRP system; Oracle, TOPdesk

Summary

Be responsible for excellence in selling and facilitating service of Numatic International products by maintaining effective customer relationships, identifying customer needs and ensuring maximum opportunities taken.

• Act as a point of contact for the Floorcare Services team to resolve or triage sometimes difficult customer queries to avoid engineer callouts.
• Be results driven with a strong emphasis on attention to detail and customer service.
• Recognise customer needs by having a full and comprehensive understanding of product and Service Level Agreement details.
• Use influence and show initiative to resolve sometimes difficult customer requirements.
• Provide a focused and professional service to all customers and prospects when providing quotations and assisting with queries.
• Organise and maintain databases, create, and present reports for own management team to support efficiency and compliance.
• Use initiative and judgment; liaise with staff in other departments and external contacts and feeding back issues to supervisory team.
• Fully implement all service-related changes to processes, methodology, environment, and practice within the department in a positive supportive manner.