Specialist Customer Service Advisor

Cromwell Group (Holdings) Ltd; Brierley Hill; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Bonus scheme

Enhanced pension contribution

Annual leave purchase option

Maternity & Paternity pay

Healthcare cash plan

Employee assistance programme

Job summary

Cromwell Group (Holdings) Ltd in the United Kingdom is seeking a Specialist Customer Service Advisor to manage the customer journey from enquiry to resolution. You will resolve complex enquiries and escalations, build trusted relationships, and deliver commercially balanced solutions that exceed expectations.

You will work across Sales, Supply Chain, Branch Operations and Suppliers, collaborating to drive improvements and digital adoption while maintaining exceptional service standards.

Qualifications

• Proven experience within a customer service environment.
• Experience managing complex customer issues or escalations.
• Excellent communication and relationship-building skills.
• Strong commercial awareness and problem-solving ability.
• High attention to detail with excellent organisational skills.
• Confidence using Microsoft Office, CRM and ERP systems.

Responsibilities

• Manage complex customer enquiries, quotations, orders and escalations.
• Build long-term relationships with strategic customers.
• Deliver commercially balanced solutions while maintaining excellent service.
• Work collaboratively across multiple business functions to resolve customer issues.
• Identify opportunities for service improvement and digital adoption.

Skills

Customer service experience

Communication

Relationship-building

Commercial awareness

Problem-solving

Attention to detail

Organisational skills

CRM usage

Tools

Microsoft Office

CRM systems

ERP systems

Job description

Specialist Customer Service Advisor (7349)

As our new Specialist Customer Service Advisor, you'll provide expert support to some of our largest and most complex customer accounts. Taking ownership of the customer journey from enquiry through to resolution, you'll build trusted relationships while delivering commercially balanced solutions that exceed expectations.

Working across Sales, Supply Chain, Branch Operations and Suppliers, you'll resolve complex enquiries, manage escalations and help shape improvements that enhance the customer experience. This is an exciting opportunity for an experienced customer service professional looking to take the next step in their career.

Some of your key responsibilities:

• Manage complex customer enquiries, quotations, orders and escalations.
• Build long-term relationships with strategic customers.
• Deliver commercially balanced solutions while maintaining excellent service.
• Work collaboratively across multiple business functions to resolve customer issues.
• Identify opportunities for service improvement and digital adoption.
• Share expertise and best practice with colleagues across the team.

What do I need to be successful in this role?

• Proven experience within a customer service environment.
• Experience managing complex customer issues or escalations.
• Excellent communication and relationship-building skills.
• Strong commercial awareness and problem-solving ability.
• High attention to detail with excellent organisational skills.
• Confidence using Microsoft Office, CRM and ERP systems.

What’s in it for you?

• A competitive salary alongside inclusioninto our Company bonus scheme. Our Cromwell Incentive Plan reinforces our key principle of winning as one team and sharing in our success.
• Enhanced employer pension contribution.
• 30 including Bank Holidays - Whilst this is common amongst businesses, we also offer the opportunity to purchase additional annual leave in case you need some extra days.
• Welcoming a new addition to the family is a precious time and one that we want our team members to enjoy. We support our team members by offering enhanced Maternity & Paternity pay so that you can plan for your time off with your family.
• It's important to us that we look after the health and wellbeing of our team members and our Healthcare Cash Plan does just that! Your cash plan is funded by Cromwell and provided by our trusted partner who are one of the oldest and largest healthcare cash plan providers in the UK
• As part of our Great Place to Work initiatives, we are pleased that our Employee Assistance Programme (EAP) is available to all Cromwell team members. We recognise that it's not always easy to balance your work, personal and family life, and that's where the EAP can help you better manage any issues you may be experiencing.

WhoareCromwell?

No matter where you are in your career - or where you want to be - we're here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we're all individuals, with unique backgrounds and personalities. But we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose ofKeeping Industry Working.

Cromwell has been established for over 50 years and is a supplier of industrial tools, offering an unrivalled choice of products to all industries, professions and trades. Of all the work we do, we are famous for Safety, Cutting Tools, Hand Tools and Power Tools and Abrasives. We have expertise within our technical teams who can provide audits and offer advice on how your business can improve with the help of these four key categories.

We are committed to delivering a truly customer focused and cost-effective service that successfully matches your company's needs. Supplying the largest range available from a single source, including products from Welding and Site Maintenance to Office Supplies and Hygiene and more.

Diversity, Equity, Inclusion and Belonging

Our aim is to create an environment that is welcoming to allpeople andensures we treat each other and customers with respect.We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.

About Cromwell

Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.

We're all individuals, yet we're very much one united team. We treat everyone fairly - regardless of gender, sexual orientation, background, age or disability - and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.

Cromwell is committed to being an Equal Opportunity Employer. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants from the armed forces community (current and past) an interview if they meet the minimum requirements for the role.