Customer Care Advisor

Customer Support Advisor | Warwick | Competitive Salary

We are recruiting on behalf of a well-established international manufacturing business based in Warwick. With a strong reputation for quality and a loyal customer base spanning trade professionals and consumers alike, this is a business that genuinely invests in its people and prides itself on delivering an outstanding customer experience at every touchpoint.

The opportunity

This is a varied and rewarding role sitting at the heart of the customer experience. You will take ownership of an account base, support customers across a wide range of enquiries and play a key part in making sure the customer support team operates as a true centre of excellence.

What the role involves

• Acting as the first point of contact for inbound product, order and aftersales queries received by phone, email and online
• Taking full ownership of a defined account base, processing orders accurately and on time and keeping customers informed at every stage
• Providing technically competent advice on products, including compatibility, specifications and general guidance, and directing customers to the right information
• Triaging warranty, quality and spares queries, resolving at first contact wherever possible and escalating where appropriate
• Proactively monitoring orders, identifying issues early and working through solutions before they become problems
• Supporting customers with delivery queries including missing items, damaged goods and order discrepancies, raising investigations as required
• Working closely with internal teams and external partners to resolve queries quickly and efficiently
• Maintaining accurate customer records and contributing to continuous improvement across the team

What we are looking for

• Proven experience in a customer service, order processing or account management role
• Confident and professional communicator across phone, email and online platforms
• Highly organised with strong attention to detail, particularly around order accuracy and record keeping
• Comfortable managing multiple queries simultaneously across different systems and platforms
• A proactive, solutions-focused approach with the customer always at the centre
• GCSEs or equivalent including English and Maths

What's on offer

• Competitive salary with annual pay reviews
• Monday to Friday with some flexibility on hours
• 25 days holiday plus bank holidays
• Hybrid working, one day per week from home
• Bonus, pension and company share scheme
• Excellent benefits package and staff rewards portal
• A genuinely supportive culture with real opportunities to develop

INDL