Customer Service Administrator

Role Summary

Working in the world of care, we’re dedicated to providing excellent support and exceptional care to our customers at Blueleaf. We’re looking to recruit a permanent, full‑time Customer Service Administrator in our Castleford location.

This is a fixed‑term contract role for 12 months, full time, 40 hours a week Monday to Friday, typical hours 8am‑4:30pm. Immediate start available.

Responsibilities

• Live and promote Blueleaf’s Culture and Values
• Interact with customers via telephone, email, or live chat in a professional and friendly manner at all times.
• Maintain a positive, empathetic, professional attitude toward customers.
• Answer all telephone calls and emails, execute tasks requested including order placement, returns, complaints, order queries and general enquiries, maintaining a timely, patient, polite, customer‑focused telephone manner.
• Manage and sort delivery queries, price/invoice queries, return/collection queries, online account queries.
• Investigate and resolve customer complaints quickly and patiently.
• Address customers’ questions or issues.
• Communicate with customers to understand their requirements and needs.
• Offer solutions based on clients’ needs and capabilities.
• Provide support for the sales teams to concentrate on proactive selling, including upsell and cross‑sell opportunities.
• Liaise with relevant team members or third‑party organisations when a request requires attention outside the scope of the role.
• Prioritise workload to ensure customer expectations are met at high standards.
• Provide feedback on the efficiency of the customer service processes and support the team in updating or changing the processes to increase customer satisfaction.
• Learn how to use database systems and the company tools available in the ERP system (Netsuite) to record any data, notes, complaints (Case management, Tasks, Activity logs).
• Take responsibility for updating any Customer Reference Data in the company’s core ERP system (Netsuite) liaising with the relevant department or Account manager.
• Keep confidential records and financial information private and secure.

Skills & Experience

• Clear communication and active listening skills
• Previous use of ERP systems / web page navigation
• Knowledge and experience of using Orderwise
• Good level of IT literacy, including Excel
• 12+ months experience in telesales
• 12+ months experience in customer service or similar sector
• Customer fixation by actively seeking to understand customer requirements and business operations, anticipating requests for solutions based on well‑developed relationships.
• Interpersonal skills to communicate at all levels and backgrounds, and to understand concerns, feelings and reactions of others.
• Planning and organising abilities to accomplish specific goals.
• Problem solving with a willingness to make decisions after analysis; making judgement on the best solution to a problem or situation.
• Ability to stay calm under pressure and when customers are stressed or upset.
• Strong team player willing to participate as a full member.

Benefits

Competitive salary of £28,728 per annum, 33 days holiday inclusive of bank and public holidays. Eligible for inclusion in a discretionary bonus scheme and a number of welfare benefits, such as auto‑enrolment into our pension scheme, Death in Service benefit, access to our Medicash scheme that provides cashback towards everyday healthcare bills and a wide range of other wellbeing benefits including access to an employee assistance programme.

Location

The role is located at our Castleford office in West Yorkshire.

Equal Opportunity Statement

Blueleaf is an equal opportunities employer.