Customer Contact Executive

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We are seeking a Customer Contact Executive to join our Customer Service department. In this role you will be the first point of contact for a wide range of Draper customers, supporting them with their requests and providing an excellent customer experience.

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.

As our Customer Contact 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)

· 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.

Working as our Customer Contact Executiveyour role will include:

• Responding promptly to customer enquiries via phone and email.
• Meeting and exceeding our KPIs to ensure we are enhancing our customer satisfaction and Trustpilot offering.
• Providing accurate information about products/services, pricing, and stock availability, and always looking for alternative options and opportunities to upsell Draper products.
• Keeping detailed notes of your customer interactions.
• Supporting customers and internal stakeholders with placing orders, sending literature and general office admin work.
• Identifying and escalating priority issues quickly and efficiently, ensuring customers receive a prompt resolution.
• Excellent communication skills, both verbal and written.
• Friendly team player.
• High level of accuracy 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.

If you are interested in this position, please click the link. This will direct you to our Applicant Tracking System where you will be able to apply for the role.

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