At a Glance
- Tasks: Deliver exceptional customer service and manage enquiries across multiple channels.
- Company: Join Häfele, a trusted name in furniture fittings and hardware.
- Benefits: Competitive salary, health cash plan, and generous holiday allowance.
- Other info: Full-time role with opportunities for professional development and community volunteering.
- Why this job: Make a real impact by enhancing customer experiences and solving problems.
- Qualifications: Level 2 in Literacy and Numeracy; customer service experience preferred.
The predicted salary is between 13.45 - 13.45 £ per hour.
Your new
Company: Häfele is an internationally trusted name supplying furniture fittings, ironmongery and hardware to the trade.
We are recognised for our extensive range and quality of product as well as our expertise in the industry and excellent customer service.
Your new role: We are looking for a passionate and customer-focused Customer Support Advisor to join our team.
In this role, you will deliver a first-class customer experience by effectively managing customer enquiries, processing orders accurately, and providing tailored solutions that exceed expectations.
You will play a key role in ensuring a seamless customer journey while maintaining high standards of service, efficiency, and accuracy.
Key Responsibilities
- Deliver exceptional customer service across multiple channels, including telephone and live chat.
- Provide customers with comprehensive solutions to their order and account enquiries.
- Process and enter all customer orders accurately and within agreed deadlines.
- Manage order fulfilment activities, including: Delivery Blocked Orders (Proformas, Price Confirmations, Pending Orders), HACR order management, Daily back-order reviews.
- Handle inbound customer calls, responding promptly and professionally.
- Take ownership of customer queries from initial contact through to resolution.
- Ensure customer issues are resolved efficiently, with the majority completed within 48 hours.
- Maintain accurate customer records and ensure excellence in data entry.
- Work collaboratively with internal departments including Sales, Finance, Logistics, and Operations to support customer requirements.
- Monitor and maintain compliance standards, ensuring zero non-conformances and timely resolution of outstanding issues.
- Contribute to continuous improvement initiatives that enhance the customer experience and reduce complaint-related costs.
- Maintain professional development through ongoing learning and training activities.
- What you'll need to succeed
- Minimum Level 2 qualification in Literacy and Numeracy.
- Minimum Level 2 proficiency in Microsoft Office applications.
- Level 2 or Level 3 Customer Service NVQ (or currently working towards).
- Successful completion of TTP 14.
- Intermediate SAP system knowledge.
- Foundation product training.
- Understanding of Integrated Management Systems, including ISO 9001, ISO 14001 and OHSAS 18001.
- Knowledge of customer and vendor trading terms.
- Awareness of haulage and logistics operations.
- Understanding of finance processes and the relationship between Sales and Finance functions.
- Excellent verbal and written communication skills.
- Strong attention to detail with a high level of accuracy in data entry.
- Proven ability to manage multiple priorities and meet deadlines.
- A proactive, solutions-focused approach with a commitment to delivering outstanding customer service.
- Strong problem-solving skills and the ability to build positive relationships with customers and colleagues.
- What you'll get in return
- Competitive Salary: Enjoy a starting salary of £27,101.75 / £13.45 per hour, with the added potential to earn an annual bonus of up to 10% of your yearly pay.
- Benefits including: Holiday of 23 days' basic + 8 bank holidays in a complete year, increasing to 28 days basic with our length of service programme Health Cash plan scheme; Claim back up to £765 annually for medical and wellbeing costs for yourself, and up to £470 for dependent children.
This covers a wide range of treatments including dental, optical, therapy, and wellbeing costs, with the added option to increase your level of cover and add another adult.
Additional benefits include: Employee Assistance Programme (EAP) offering confidential support and guidance for you and your family24/7 GP phone service for easy access to medical advice Quicker access to medical scans and surgical procedures Counselling services Discounts on gym memberships to help you stay active Hospital treatment insurance Huge range of shopping, restaurant and activity discounts Enhanced Pension Scheme to secure your financial future & regular financial awareness initiatives Life Cover - providing financial security for your loved ones.
Take advantage of discounts on company stock.
- Cycle to Work Scheme: Make your commute greener and healthier. Save up to 47% on the cost of a new bike and accessories, and spread the payments in a tax-efficient way.
- Volunteering Days: 2 full days per 12 month period paid to volunteer at a registered charity and give back to the community.
This is a full-time, permanent position. Core hours of work are 8:45am to 5:30pm, Monday to Friday.
Shortlisting and interviews for this role will take place while the advert is live; the vacancy will be closed as soon as the successful candidate is appointed.
Applicants are therefore encouraged to submit applications as soon as possible.
We are committed to equal opportunities.
At Häfele UK, we're proud to be a Living Wage accredited employer, demonstrating our commitment to fair pay and the wellbeing of our people.
This means every member of our team earns a wage that meets the real cost of living - not just the government minimum - because we believe hard work deserves fair reward.
#J-18808-Ljbffr
Customer Support Advisor in Royal Leamington Spa employer: Häfele UK Ltd
Häfele UK is an exceptional employer, offering a supportive and dynamic work environment in Rugby, where quality and continuous improvement are at the forefront of our operations. With a commitment to employee wellbeing, we provide competitive salaries, generous holiday allowances, and a range of benefits including an Employee Assistance Programme and enhanced pension schemes. Our culture fosters professional growth through coaching and collaboration, making it an ideal place for quality professionals eager to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor in Royal Leamington Spa
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Häfele UK Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Häfele UK Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor in Royal Leamington Spa
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Häfele UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Häfele UK Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Häfele UK Ltd!
How to prepare for a job interview at Häfele UK Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
