Customer Care Advisor

Reporting to:

Head of Marketing, Customer Experience & Sales

Department:

Customer Care

Role Level:

Temporary

About the Company

My client is a leading UK manufacturer and distributor within the food industry, specialising in frozen desserts and specialist products. The company provides innovative product solutions to a wide range of customers across the foodservice sector.

Job Purpose

The Customer Care Advisor is responsible for providing a professional and efficient first point of contact for customers and suppliers. The role involves handling incoming calls, responding to enquiries, processing customer requests, and providing administrative support to ensure excellent customer service and effective communication across the business.

The role may also support telesales activities and order processing as required.

Key Responsibilities

• Act as the first point of contact for incoming telephone calls, directing enquiries promptly and professionally.
• Respond to customer enquiries accurately and efficiently, escalating issues where appropriate.
• Process customer orders and update customer information in business systems as required.
• Provide support with telesales activities, contacting customers and processing orders when required.
• Maintain accurate records of customer interactions, enquiries, and orders.
• Liaise with internal departments to ensure customer enquiries and requests are resolved effectively.
• Support the administration of customer accounts, documentation, and correspondence.
• Deliver excellent customer service, building positive relationships with customers and stakeholders.
• Ensure all data is handled accurately and in accordance with company procedures and confidentiality requirements.
• Support the wider Customer Care team with administrative tasks and business projects as required.
• Undertake other reasonable duties as required to support the needs of the business.

Skills, Knowledge & Experience

Essential

• Previous experience in a customer service, administration, reception, or office-based role.
• Excellent telephone manner and communication skills.
• Good organisational skills with strong attention to detail.
• Competent in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to manage multiple tasks and prioritise workload effectively in a busy environment.

Desirable

• Experience in a customer care or telesales environment.
• Experience processing customer orders and handling customer enquiries.
• Knowledge of food manufacturing, FMCG, or a similar industry.
• Experience using customer databases, CRM systems, or ERP systems.
• Previous experience working in a fast-paced commercial environment.

Standards & Expectations

• Take responsibility for personal performance and actively develop the skills and knowledge required to fulfil the role effectively.
• Contribute to the delivery of high-quality products and services that meet customer expectations and support business success.
• Uphold the organisation's values, behaviours, and standards of conduct, promoting a positive and professional working environment.
• Comply with all health, safety, wellbeing, quality, and food safety requirements, taking responsibility for your own actions and supporting colleagues.
• Support environmental objectives by following sustainable working practices and using resources responsibly.

Interested?

If you are interested in this opportunity, please contact our team on 0161 238 9772.