ROLE: Customer Support Advisor
HOURS: Monday - Friday 08:30 - 17:00
SALARY: £26,000 rising to £27,810 following successful probation period
BENEFITS: Healthcare Cash Plan, 3x Salary Life Assurance, High Street Discounts, Staff Discount
BASE: Site Based - Compdoor, Newcastle Under Lyme
Eurocell are a stock market listed Plc and the market leader for uPVC products within the building industry. We know that our people are our greatest asset, we are successful, dynamic, ambitious and looking for great team players to grow with us.
As part of our continued growth, we are looking for a proactive and customer-focused Customer Support Advisor to join Compdoor, part of the Eurocell Group of companies, Newcastle under Lyme.
This is an excellent opportunity for someone who enjoys problem-solving, building positive customer relationships, and working in a fast-paced manufacturing environment where delivering a first-class customer experience is at the heart of everything we do.
As a Customer Support Advisor, you will play a key role in managing customer enquiries, complaints, remedial works, and resolution activities. You will act as a vital link between our customers and internal teams, ensuring issues are handled professionally, efficiently, and to a high standard.
WHAT OUR CUSTOMER SUPPORT ADVISORS DO:
Manage the day-to-day operation of the customer resolution system, ensuring customer issues are progressed effectively and resolved in a timely manner
Handle customer enquiries via telephone and email, providing a professional and courteous service at all times
Investigate and manage customer complaints in line with company policies and procedures
Coordinate remedial works and rework activities, communicating effectively with both customers and internal departments
Maintain accurate customer records and ensure all supporting documentation is completed correctly and on time
Prepare customer quotations and provide administrative support where required
Produce monthly management reports and ad-hoc analysis as requested
Identify trends, recurring issues, and opportunities for process improvements, providing recommendations to management
Develop and maintain a strong understanding of company products, services, and policies
Support general telephone duties and ensure customers receive a positive experience
WHAT WE NEED FROM OUR CUSTOMER SUPPORT ADVISORS:
Proven experience in a customer service, customer support, complaints handling, or customer resolutions role
Confident communicator, both written and verbal
Able to handle customer complaints professionally and with empathy
Highly organised with excellent attention to detail
Comfortable managing multiple priorities in a busy environment
Proactive, solution-focused, and able to work independently
Competent in Microsoft Office, including Excel, Word, and Outlook
WHAT WE OFFER OUR CUSTOMER SUPPORT ADVISORS:
You will be rewarded with a very competitive basic salary
25 days holiday, plus statutory holidays - normally 33 days in total each year
Free Healthcare plan for all employees
Enhanced Maternity and Paternity benefit
Free Life Assurance Plan of 3x your Annual Salary
Christmas shutdown
Option to join the Eurocell Share Save Scheme at discounted rates, and share in our company success
Company Pension Plan
Employee discount on Eurocell products
Discounts across many well-known online and high street retailers
A blend of training, including e-learning and on the job training to help your career development
Care First Employee Assistance Programme, available 24 hours a day, 365 days a year for confidential support and advice, if and when you need it
Colleague Referral Programme; we pay you for successfully referring people to join our team
Excellent opportunities to grow with us, and progress your career
