Customer Care Advisor in Carlisle

At WM Armstrong, we pride ourselves on our safe working environment, our excellent culture of teamwork and our strong family values. We are currently looking for a Customer Care Advisor to join our Customer Experience team in Longtown. We are looking for a well organised individual to be the primary interface between Wm Armstrong and its customers ensuring that every query is handled quickly, accurately, and with empathy. You will follow up on outbound communications, own customer issues, and work across teams to resolve problems swiftly, all while maintaining clear records and meeting service level agreements (SLAs).

The hours for this role will be 40 hours per week, Monday to Friday working agreed hours between 08:00 and 18:00.

Benefits Included

• An attractive salary of £26,265.82 per annum
• Life insurance
• Medicash scheme
• Sickness scheme
• Company Pension

Responsibilities

• Outbound Follow-up to Customer Emails
• First Line of Enquiry for All Customers
• Discrepancy Management
• Mailbox Management Within SLA
• Liaise Across All Departments
• Query Ownership and Resolution
• Resolve Customer Queries First Time
• Customer Reports as Required On Time
• Clear and Concise Notes on All Customer Contact

Requirements Experience

• Previous experience in customer service / customer facing environment preferred.
• Experience in the transport or haulage industry preferred but not essential.

Skills

• Excellent written and verbal communication skills, demonstrating a confident and professional telephone manner.
• Strong problem-solving skills - able to triage, escalate, and negotiate effectively, whilst using your own initiative.
• Organised - able to manage inboxes and reporting tasks with ease.
• Competent with CRM or ticketing systems, and Microsoft Office.
• Customer-focused and resilient; able to handle pressure and adapt in a dynamic environment.
• Ability to communicate at all levels, both internally and externally.
• Ability to work under pressure in a fast-paced environment.
• Excellent attention to detail.
• Excellent numerical and analytical skills, including experience of spreadsheets and computer-based systems, including Microsoft products.

Education and Qualifications

• GCSEs (or equivalent) including English and Maths essential.
• NVQ (or equivalent) in Customer Service or related discipline preferred.

If you are interested in this exciting opportunity, please click the Apply Button now.

As part of our commitment to safety and wellbeing, applicants will be asked to complete a routine drug and alcohol test during the interview and assessment process.

If you have not received a response from us within four weeks of submitting your application to us, please consider your application unsuccessful on this occasion as unfortunately, we are not able to respond to all candidate applications as we would wish. We reserve the right to close vacancies at any time once we have received sufficient applications, we advise you to submit your application as early as possible to avoid disappointment.