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- 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.
- 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.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Working as our Customer Support Executive your 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 KPIs, SLAs and ensuring the customer is at the heart of every interaction/decision.
- Pick up 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.
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 Executive your 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.
Customer Support Executive in London 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 in London
✨Tip Number 1
Get to know the company inside out! Research Draper Tools, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and friendly is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you’ve turned a tricky situation into a positive outcome. This will help you stand out during interviews.
✨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 genuinely interested in joining our team at Draper Tools.
We think you need these skills to ace Customer Support Executive in London
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 and skills 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 relevant logistics or technical support experience. We love seeing how your background aligns with 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. Plus, we can’t wait to hear from you!
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 Communication Skills
As a Customer Support Executive, excellent communication is key. Practice articulating your thoughts clearly and concisely. You might even want to prepare examples of how you've successfully handled customer queries or resolved issues in the past.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled challenging situations. Think about times when you had to troubleshoot a problem or manage a difficult customer. Highlight your approach and the positive outcomes that resulted from your actions.
✨Prepare for Role-Specific Scenarios
Anticipate questions related to logistics, returns, and customer service tools like Zendesk. Consider preparing a few scenarios where you can demonstrate your knowledge and experience in these areas, as this will show you're well-prepared for the role.
