Customer Service Team Coordinator

Warburtons Limited; Bolton; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading baking company in the United Kingdom is seeking a Customer Service Representative to act as the national point of contact for customer queries regarding delivery and orders. The role involves resolving discrepancies, logging service trends, and engaging proactively with both customers and internal teams. Ideal candidates should possess strong communication skills and an ability to effectively manage their workload while ensuring a positive customer experience.

Benefits

Discretionary profit share

Opportunity to purchase extra holiday

Award-winning pension scheme

Life assurance

Product discounts

Personal development investment

Free products in fully stocked kitchens

Health and wellbeing support

Qualifications

• Ability to clearly express views and respond professionally.
• Experience in monitoring responses and adapting approach.
• Capable of analyzing and interpreting information.

Responsibilities

• Serve as a national customer contact point for queries.
• Resolve customer delivery and order issues.
• Log data to track service trends.

Skills

Articulate communication

Professional query response

Effective listening skills

Discrepancy resolution

Workload management

Job description

• To be the national customer point of contact within the customer service hub.
• Responsible for responding to queries related to customer delivery or customer order that cannot be resolved via the EPOD system or the online portal.
• Owning these queries to a successful conclusion via interactions with site and centre teams

Key Accountabilities and Measures

• Provide a customer contact service for the customer retail shop managers to liaise on their delivery or order queries.
• Interrogate any issues related to delivery times and delivery service through internal interactions.
• System usage and internal engagement with stakeholder teams to resolve.
• Interrogate any issues related to order / invoice discrepancies and other order problems through internal interactions.
• System usage and internal engagement with stakeholder teams to resolve
• Internal engagement on root cause of any customer issues and potential corrective action if required to ensure future prevention.
• Log info and data to track customer service trends and future support / actions required.
• Proactive engagement with team members and prominent cross‑team stakeholder engagement to ensure queries are able to be resolved in a timely manner
• Engaging personality who shows an interest in resolving issues and providing the best customer service experience.
• Works with others to resolve an issue and completes work in a timely manner.
• Understand own responsibilities to work safely and identifies H&S risks and reports them appropriately.
• Understands system use in own area and can use a range of functions as well as the ability to carry out straight forward tasks using the software.
• Demonstrates a willingness to learn and expand IT skills when required.
• Understands own responsibility to treat others fairly and equally.

SKILLS

• Articulate – expresses views clearly and concisely.
• Listens and responds to queries in a professional way
• Monitors the response of others and adapts own approach appropriately.
• Helps colleagues to develop – on an informal basis.
• Analyses and interprets information effectively, identifying and resolving discrepancies.
• Prioritises and manages own workload to ensure tasks are delivered as promised.

Extra Dough

At last and by no means yeast you will want to know what your breads worth.

• A slice of the annual profits (discretionary profit share)
• Family time is important to us so as well as your holiday entitlement, we'll give you the opportunity to purchase up to an extra weeks annual leave
• Award winning pension scheme with company contributions of 7%
• Life assurance
• Products you will love along with deals and discounts for you and the family through our Extra Dough website
• Continued investment in your personal development
• Fully stocked kitchens filled with our delicious products for you to enjoy with your daily brew!
• Support for your health and wellbeing, including access to free physiotherapy, 24/7 access to a confidential helpline for practical advice and a comprehensive occupational health service