Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the friendly voice for customers, solving queries via phone, email, and live chat.
- Company: Join Draper Tools, a family-run business with a supportive culture and rich history.
- Benefits: Enjoy 25 days holiday, flexible hours, and discounts on products and services.
- Why this job: Make a real difference in customer experiences while growing your skills in a dynamic team.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
- Other info: Full-time role with excellent career growth opportunities and a fun work environment.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
null
Working as our Customer Support Executiveyour role will include:
- Act as the first point of contact for incoming customer queries via phone, email, and live chat.
- Assist customers and businesses with product returns, ensuring compliance with company return policies.
- Troubleshoot and provide technical support for basic product-related issues, escalating complex cases as needed.
- Investigate and resolve issues related to missing, delayed, partially delivered, or damaged parcels by coordinating with third-party courier services.
- Process and manage claims for lost, damaged, or partially received items, ensuring all supporting documentation is collected and submitted.
- Maintain accurate records of all customer interactions and resolutions in the Zendesk system.
- Liaise with warehouse and logistics teams to confirm product dispatch, stock availability, and delivery timelines.
- Provide regular status updates to Credit Control so they can action any outcomes via monetary credits.
- Follow up on open customer service tickets and ensure timely resolution.
- Identify trends in customer feedback and escalate recurring issues to the appropriate teams.
- Maintain a professional, empathetic, and solution-oriented approach in all communications abiding by our core KPI’s, SLA’s and ensuring the customer is at the heart of every interaction/decision.
- Pick up of other Customer Service ad-hoc duties to support the team and business, working in unison and displaying the right behaviours to allow Draper Tools to serve their customers with excellency whilst protecting the business and mitigating risk.
- Excellent communication skills, both verbal and written.
- Friendly team player.
- Strong problem-solving abilities and attention to detail.
- Ability to multi-task and manage time effectively in a fast-paced environment.
- Experience handling logistics and courier-related issues is highly desirable.
- Proficient in using customer support tools and systems such as Zendesk.
- Strong interpersonal skills with a customer-first mindset.
- Ability to handle difficult or upset customers calmly and professionally.
We are seeking a proactive and customer-focused Customer Support Executive to join our dynamic contact centre team. You will be the first point of contact for both business customers and end-users, providing professional and efficient support for the end-to-end returns process, technical issues, delivery queries, and claims management.
Why work for us?
Draper Tools is a family business with a rich history, a strong, supportive ‘family culture’ and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas and take a collaborative and proactive approach to change.People enjoy working for us; one in six employees have worked for Draper for more than 25 years!
Plus, we are proud winners of Employer of the Year 2025 at the Solent 250 Awards.
We believe there are four key reasons why you should work for us:
We’re a trusted brand: there is a reason why we’ve been in business for over 100 years and show no signs of slowing down.
We’ll welcome you:work plays a significant part in all of our lives, so we’ve built a happy and inviting environment, full of friendly colleagues who are proud to work together.
We’ll invest in you:our people are at the heart of everything we do. Which is why we’re passionate about helping you reach your full potential. We build success together.
We’ll value you:we love to recognise great work, so our benefits package has been designed to say “thank you” in more ways than one.
Benefits
As our Customer Support Executiveyour benefits will include:
- Full-time hours with some flexibility on start and finish time
- 25 days holiday with the ability to purchase additional leave.
- Day off for your birthday
- Pension scheme
- Medical cash plan providing cash back on everyday medical costs
- Employee Assistance Programme (EAP)
- Private health scheme *
- Staff discount on Draper products with significant savings available
- Employee discount scheme – discounts on gym memberships, groceries, holidays and more
- Long service bonus and awards*
- Ad-hoc rewards and recognition
- Cycle to Work Scheme
- Free onsite parking
Please note this role will be based full time at our Head Office in Chandlers Ford.
*After qualifying period
#J-18808-Ljbffr
Customer Support Executive employer: Draper Tools Limited
Contact Detail:
Draper Tools Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Get to know the company inside out! Research Draper Tools, understand their values, and be ready to chat about how you can contribute to their customer-first mindset. This shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, role-play common scenarios with a friend. This will help you stay calm and professional when dealing with tricky situations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. Be ready to share these during your interview to demonstrate your ability to handle customer queries effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our family at Draper Tools. Let’s make it happen!
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Show Your Customer Focus: When writing your application, make sure to highlight your customer-first mindset. We want to see how you’ve gone above and beyond for customers in the past, so share specific examples that showcase your problem-solving skills and empathy.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Use bullet points if it helps to make your experience stand out!
Tailor Your Application: Make sure to tailor your application to the role of Customer Support Executive. Mention your experience with tools like Zendesk and any logistics or courier-related issues you've handled. This shows us you understand what we’re looking for.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Draper Tools Limited
✨Know the Company Inside Out
Before your interview, take some time to research Draper Tools. Understand their history, values, and what makes them a trusted brand. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or resolved issues. Highlight your problem-solving abilities and how you maintained a professional and empathetic approach, especially with difficult customers.
✨Familiarise Yourself with Zendesk
Since the role involves using customer support tools like Zendesk, it’s a good idea to brush up on your knowledge of this system. If you have experience with it, be ready to discuss how you’ve used it to manage customer interactions and track resolutions.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, how success is measured in the role, or what challenges the team is currently facing. This shows that you’re proactive and genuinely interested in contributing to the team.
