Job description:
Astor Bannerman is based in Andoversford GL54 (6.6 miles from Cheltenham centre)
Are you passionate about Customer Service?
Are you looking for a role where you can feel a daily sense of achievement?
Do you want to be part of a supportive and friendly team?
If it’s a yes to the above - Stop scrolling and have a look at the below!
Role Overview:
Astor Bannerman manufactures, supplies, installs and services specialist bathing and lifting systems to support disabled and elderly people. With over 30 years as a market leader, we are continuing to grow and strengthen our operations.
Our Customer Service function plays a critical role in protecting customer experience, operational flow, and commercial performance.
We are seeking an operations-focused Customer Service Advisor who can be empathetic towards customers in a professional manner and prides themselves on being a good listener.
This is not a high-volume call centre role. It is a coordination and ownership-based position requiring strong judgement, organisation, and accountability.
You will manage installations, deliveries, service co-ordination, and customer cases end-to-end.
Main functions and responsibilities:
- Take full ownership of customer enquiries from initial contact through to resolution
- Coordinate installations and deliveries, managing timelines and stakeholder expectations
- Liaise daily with production, warehouse, logistics, engineers, and site contacts
- Manage and resolve customer concerns and complaints professionally and fairly
- Act as an escalation point where required, maintaining ownership through to closure
- Communicate clearly and proactively when operational challenges arise
- Deliver against defined KPIs and service standards
Relevant Qualifications/Experience:
- Proven experience in a manufacturing, logistics, engineering, or export-driven environment
- Experience handling export documentation and supporting international shipments
- Demonstrable experience managing customer complaints or escalated cases
- Strong organisational skills and ability to prioritise under pressure
- Commercial awareness and confident decision-making ability
- High levels of emotional intelligence and active listening
- Detail-focused, process-driven, and accountable
- Comfortable working autonomously in a fast-moving office environment
You will thrive in this role if you...
- Prefer operational coordination over scripted customer service
- Take ownership rather than passing issues on
- Balance empathy with commercial judgement
- Build strong cross-functional working relationships
- Enjoy solving problems in a structured, professional way
Pay: £26,000.00-£27,000.00 per year
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Enhanced paternity leave
- Free parking
- On-site parking
- Referral programme
Work Location: In person
