Customer Service Administrator - FTC

Working in the world of care, we're dedicated to providing excellent support and exceptional care to our customers at Blueleaf. As a leading supplier of care products, consumables and furniture, we're looking to recruit a permanent, full time Customer Service Administrator to join our energetic Customer Service Team in our Castleford location. An understanding, empathetic attitude will be required to ensure the best service is provided to our loyal customers, whether this be over the phone, email or live chat.

The ideal candidate will have good knowledge of the Sales approach along with experience in using different customer service techniques to keep the well‑developed business relationship. This is a fixed term contract role for 12 months, full time role, working 40 hours a week, Monday to Friday, typical working hours are from 8am to 4:30pm. Immediate start is available.

About Blueleaf: At Blueleaf, we believe those who care for others are extraordinary. We're here to support them and ensure they never feel alone, and by understanding our clients needs and challenges, this allows us to find the right solutions to achieve their desired outcomes, as well as providing the essentials that every care home needs. In an industry which is all about people, we value relationships above all else, we take the time to get to know them, listen to them, and walk in their shoes and those of their residents - always living our values: 'Stronger Together, Achieve the Outcome, Lead the Way and Care. Always'. Blueleaf has over 30 years’ experience in the care home sector and occupies a large portion of this market, continually looking at ways to expand and grow by seeking new opportunities, and to use its experience and expertise to help care homes deliver outstanding care for their residents. Blueleaf is an equal opportunities employer.

Your Day To Day Responsibilities:

• Live and promote Blueleaf's Culture and Values.
• Interact with all customers whether on the telephone, email or live chat in a professional and friendly manner at all times.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Answer all telephone calls and emails, and execute tasks requested including order placing, returns, complaints, order queries and general enquiries, maintaining a timely, patient, polite and customer‑focused telephone manner.
• Manage and sort any delivery queries, price/invoice queries, return/collection queries, online account queries.
• Investigate and resolve customer complaints quickly and patiently, including assisting customers who may have received their orders late, has received the wrong order or has received faulty products.
• Address any questions or issues customers may have.
• Communicate with customers to understand their requirements and need.
• Offer solutions based on clients needs and capabilities.
• Provide support for the sales teams so they are able to concentrate on proactive selling, including upsell and cross‑sell opportunities.
• Liaise with relevant team members or 3rd party organisations when a request that needs attention due to issues they are experiencing that are outside of the scope of the role.
• Prioritise the workload to ensure customer expectations are met at high standards and the level requested of customer service is always met.
• 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.
• Ideally you'll have knowledge and experience of using Orderwise.
• Good level of IT literacy, including use of 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, anticipates request for solutions based on well‑developed relationships.
• Interpersonal skills ability to communicate at all levels and backgrounds, and to understand concerns, feelings and reactions of others.
• Planning and organising yourself to accomplish specific goals.
• Problem solving with a willingness to make decisions once analysed; 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.

What will we offer? We will offer a competitive salary of £28,728.00 per annum, 33 days holiday inclusive of bank and public holidays. You will be 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 cash back towards everyday healthcare bills and a wide range of other well‑being benefits including access to an employee assistance program.

Location: This role is located at our Castleford office in West Yorkshire.

Next Steps: Apply now! By applying for this role you give us consent to process your personal data for recruitment purposes only.