Customer Service Generalist (Head Office, Birmingham)

Summary:

This role involves working within the UK Direct Business to provide first-class customer service to a broad portfolio of customers across a wide range of market sectors.

What You Will Do

• Receive and process requests from customers and colleagues via all incoming communication streams.
• Proactively and reactively escalate service work to meet service level agreements.
• Qualify customer requirements and reduce customer downtime through scripted questioning.
• Liaise regularly with customers to provide real-time status reports on currently active work, and all matters relating to any Maintenance Contracts.
• Calibration Cert Requests, to create, manage and process amendments to all forms of Calibration Certificates both electronically and hard copy i.e., ‘UKAS’, Standard, and all others as required, including third-party certificates.
• Contract amendments (premium and non-premium), Amending Maintenance arrangements as required in an efficient and timely manner, including raising Invoices and Credit Notes.
• Renewals (inbound queries)
• Work alongside other members of the Service Division to drive productivity in the field.
• Identify optimum times within the workload and resource schedules to make appointments that meet customer requirements.
• Purchase order requirements
• Renewal payment calls to customers
• Prioritise the entire workload to make maximum use of resources whilst ensuring the company’s commitment to service level agreements.
• To maintain all Contract Database information confidentially including but not limited to, entering new Service Agreements, raising preventative maintenance/calibration visits, invoicing, and providing confirmation to customers.
• Maintaining accurate electronic and paper-based contract records
• Participate in ITW Toolbox activities.
• Cover and help other roles and responsibilities within the UK Direct Business
• Carry out other duties deemed appropriate by your team leader in line with your skills and experience.

What We Are Looking For

• Strong focus on quality customer service with a natural desire to meet and exceed customer expectations.
• Interest in learning, continually improve, and use knowledge to help others.
• Ability to work to tight deadlines.
• Methodical approach to planning and organising.
• Effective self-management and focus.
• Excellent communication skills, both written and verbal, with internal and external customers.
• Eager and willing team player with a positive attitude who also feels able to work independently.
• Ability to own and prioritise workload with an aptitude for multitasking.
• Process driven with the confidence to raise queries to aid efficiency.
• Calm and focused when working in a pressurised environment.
• Ability to learn quickly and use knowledge in decision-making whilst accepting the need to adapt to changing circumstances.
• Computer literate with a sound working knowledge of Windows-based applications.

Physical Requirements/Working Conditions (if applicable)

• Desirable NVQ (Lv3) qualification in Customer Services, or equivalent
• 1-2 years prior experience in a similar role and within a Service-driven and highly Customer-focused environment.

Make an Application

• To apply and be considered for this position, applicants should email their CV and accompanying covering letter to the HR Recruitment Team, at [email protected]
• All applications will be fully considered, however please note that due to the number of applications we receive we will only be able to contact you should your application meet the pre-requisite requirements for the role, as noted above.
• Avery Weigh-Tronix is an Equal Opportunities Employer.