Customer Service Centre Representative 1 in Thornbury

Who We Are

If you’ve worn a pair of glasses, we’ve already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high‑quality vision care products, iconic brands that consumers love, as well as a network that offers consumers high‑quality vision care and best‑in‑class shopping experiences, and leading e‑commerce platforms. Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Your role

We are looking for a customer service centre representative who will provide customers with an effective and easy‑to‑use telephone call center service that offers solutions, support and information at the time of interaction. We want to empower you so that you can add value to our customers’ experience and exceed their expectations. The challenges of the role come from the breadth of knowledge required across systems and products, delivering an effective service during peak season/operational issues, whilst balancing customer demands. This role is based in our Thornbury centre, but applicants requiring hybrid or remote working may be accommodated if agreed during the onboarding process.

Main responsibilities

• Provide customers with a variety of solutions, support and information at the time of interaction. Topics include order chase, order place, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion.
• Expedite urgent customer orders.
• Accurately and precisely enter/process orders, POS and credits same day, applying knowledge of products.
• Be accountable for creating quality Salesforce cases and contacts, taking ownership to avoid duplication, sending to the correct team, closing of cases raised and making follow‑up calls in a timely manner. This includes adherence to the Customer complaints procedure.
• Work cross‑functionally and across sites to obtain information and keep the business updated.
• Escalate issues to Team Manager and Business Development Managers (BDMs) as appropriate.
• Contribute to an improvement culture which strives to continually improve our service to customers.
• Undertake responsibilities in line with company policies and procedures, following Health & Safety guidelines and environmental responsibilities.
• Keep up to date by participating in continuous training opportunities such as Leonardo and new products.
• Be a role model holding yourself and others accountable to them and acting in accordance with them at all times.

Main requirements

• Previous experience of having worked in a Customer Service environment, demonstrating passion and tenacity to deliver 1st‑class service.
• Excellent telephone manner and communication skills – confident, calm and clear telephone skills.
• Strong problem‑solving skills and able to use initiative or escalates queries effectively.
• Able to work under own supervision whilst being a strong team player.
• Consistently high standards, high attention to detail and good organisational skills.
• Excellent PC, data entry and administration skills.

Preferable

• Demonstrable experience with SAP, AS400, Annapurna or similar platforms.
• Proven experience using a CRM system such as Salesforce.
• Good working knowledge of Microsoft office applications.
• General education qualifications including Maths and English.
• Background with optical products.

What’s in it for you

• Company funded provision of Healthshield, our healthcare cashback programme.
• Performance‑related bonuses, and opportunities to become a shareholder.
• Free and discounted EssilorLuxottica products, including frames and lenses.
• Hybrid working, with up to 40% of your time spent at home.
• Enhanced annual leave, sickness leave and more.