CUSTOMER RELATIONS ADVISOR
JOB SUMMARY
We are seeking a dedicated and personable Customer Relations Advisor to join our team. The successful candidate will act as the central customer service hub for multi-site operations, serving as the primary point of contact between clients and the business across all sites. This role is responsible for managing and coordinating client communications, booking diaries, and operational queries, whilst ensuring internal and external service targets are consistently achieved over multiple shifts, across a 24/7 operation
RESPONSIBILITIES
- Respond promptly and professionally to customer enquiries via phone and email platforms
- Act as the first point of contact for all inbound telephone calls across multi-site operations, answering, directing and managing calls professionally and efficiently to the appropriate site or department.
- Manage and monitor multi-site email inboxes, ensuring all client and internal communications are acknowledged, actioned and directed to the correct site team in a timely manner.
- Organise and maintain booking diaries for multiple sites, coordinating inbound and outbound transport to support smooth operational flow.
- Process orders at customer request via the WMS platform in a timely manner, and produce analytical data and reports as required.
- Liaise between sites to ensure operational queries and customer requirements are communicated clearly and resolved efficiently, maintaining a consistent standard of service across all locations.
- Maintain accurate records through efficient data entry and management of customer information within our CRM system.
- Provide personalised assistance by understanding customer needs and offering appropriate solutions or products.
- Analyse customer feedback and interaction data to identify trends and areas for improvement.
- Collaborate with other departments to resolve complex issues swiftly and effectively.
- Ensure all client enquiries are responded to professionally and followed through to a satisfactory conclusion, with accurate and timely archiving of all correspondence and documentation.
- Escalate stock and client relationship issues to the relevant site management team when appropriate.
- Comply with site HACCP to ensure product safety, legality and quality.
- Ensure Health & Safety procedures are followed to maintain a safe working environment for self and others.
SKILLS & EXPERIENCE
- Strong communication skills, both verbal and written, with an emphasis on clear, professional interaction.
- Excellent phone etiquette and active listening abilities.
- Proficiency in data entry with high attention to detail.
- Analytical skills to interpret customer data and feedback for continuous improvement.
- Organised approach with the ability to manage multiple tasks efficiently under pressure.
- Demonstrates a positive approach to improving service levels and stock accuracy.
- Proactive and enthusiastic with a commitment to delivering exceptional service in a dynamic setting.
This role offers an engaging environment where your communication skills can thrive while contributing positively to our organisation's success.
Pay: £26,431.00-£34,320.31 per year
Benefits:
- Cycle to work scheme
- Free parking
- On-site parking
Work Location: In person
