Full job descriptionCustomer Service Advisor

Company Overview
This established and growing business is committed to delivering high-quality products and an excellent customer experience. With a busy, collaborative working environment, the organisation supports a diverse customer base and prides itself on efficient service, strong communication and effective teamwork across its operations.

About the Role
We’re looking for a Customer Service Advisor to join a busy customer-focused team within the lighting industry. You’ll play an important role in ensuring customer orders are accurately processed and managed through to timely despatch, while responding confidently to telephone and email enquiries. The role combines customer service, sales support, account management and administration, making it ideal for an organised and proactive professional who enjoys solving problems and building positive customer relationships. You’ll work closely with colleagues across multiple departments to resolve queries, manage orders and deliver an excellent service from initial enquiry through to completion.

Duties & Responsibilities
*Accurately process customer orders and liaise with Despatch and Trading teams to ensure deadlines are achieved.
*Respond promptly and professionally to telephone and email enquiries, including stock, technical, delivery and general customer queries.
*Support Area Sales Managers with key account management and manage smaller customer accounts by telephone.
*Monitor and control special orders, including bespoke customer requirements, ensuring they are progressed effectively.
*Process customer claims, credits and payments accurately and efficiently.
*Investigate delivery and invoicing queries, working with couriers and internal teams to resolve issues.
*Collaborate with Technical, Returns Management, Despatch, Trading and UK Manufacturing teams to resolve customer service issues.
*Complete general administration and housekeeping duties, alongside other reasonable responsibilities requested by the Line Manager.
Education & Skills Required
*Good numeracy and literacy skills with a strong eye for accuracy.
*Good working knowledge of Microsoft Office 365, particularly Word, Excel and Outlook.
*Excellent communication and interpersonal skills, with confidence handling customer enquiries by telephone and email.
*Exceptional organisational and time-management skills, with the ability to prioritise workloads and meet deadlines.
*A proactive, forward-thinking approach, with the ability to identify and minimise potential problems before they occur.
*Previous experience of following critical paths and timelines; experience with Microsoft Navision or a similar system would be advantageous but is not essential.
Additional Information:
*Office-based: Monday-Thursday 8:30am-5pm or 9:00am-5:30pm, Fridays 8:30am-4pm or 9:30am-5pm.
*Onsite parking.
*Pension contributions.
*Employee discount.
*Online learning courses.
*Employee Assistance Programme (EAP).
If you’re an organised, customer-focused professional with excellent communication skills and a proactive approach to problem-solving, this could be the perfect opportunity for you. Apply today if you have the skills and experience to make a positive impact.
For an informal chat about the role, contact Zoe Edwards on or email