Customer Services Executive

About Us

At Berwick Care, we supply handpicked products to care homes across the UK. What makes us different is our people. Our customers know us by name, trust us to get it right, and know we'll be there when they need us most. That's what By Your Side means to us.

Job Purpose:

To deliver an exceptional customer experience as a key member of Berwick Care's customer service team, acting as a first point of contact for customers and taking full ownership of enquiries, orders and issues from start to finish. The Customer Services Executive will ensure accurate order processing, smooth communication and proactive problem-solving, while handling more complex queries, supporting key customer accounts, quotes and tenders, and helping to drive continuous improvement in service standards. This is a hands-on, fast-paced role for someone who takes real accountability and sets a positive example to the team.

Accountabilities

Customer Enquiries & Ownership

• Act as a first point of contact for customers, responding to enquiries via phone, email and live chat in a friendly, professional and timely manner.
• Take full ownership of customer queries from start to finish, keeping customers informed and ensuring every issue is followed through to a satisfactory resolution.
• Handle more complex or sensitive enquiries, escalating to the relevant departments only where required and following up to ensure resolution.
• Build strong relationships with key customers as a consistent point of contact, keeping CRM records accurate and up to date.

Order Processing

• Process customer orders accurately and efficiently, ensuring details, pricing and delivery information are correct.
• Manage and follow up on back orders, proactively updating customers on progress and expected delivery dates.
• Liaise with internal teams (e.g. warehouse, purchasing and finance) to ensure orders are fulfilled smoothly.

Quotes, Pricing & Tenders

• Prepare and issue accurate customer quotes, following up to help convert quotes into orders.
• Conduct price comparisons and support tender processes, including gathering information, preparing documentation and meeting submission deadlines.

Complaints & Returns

• Resolve customer complaints and returns professionally and fairly, in line with company procedures, including complex or escalated cases.
• Identify the root cause of recurring issues and recommend actions to prevent reoccurrence.

Performance, Improvement & Team Support

• Meet or exceed individual and team performance targets (KPIs), including response times, call handling and Net Promoter Score (NPS).
• Manage own workload and prioritise effectively in a fast-paced, changing environment.
• Proactively identify and implement improvements to processes, systems and the overall customer experience.
• Support the induction and training of new team members, and provide cover across the team to maintain service levels.
• Comply with all company policies and procedures, including data protection (UK GDPR) and health and safety requirements.

Skills & Experience

• Proven experience in a customer service, sales support or order processing role.
• Strong verbal and written communication skills, with an excellent, professional approach to customer service.
• IT literate, with experience of using CRM systems; confident using Microsoft Office, particularly Excel.
• Strong organisation and time management skills, with the ability to remain calm under pressure.
• Problem-solving and multitasking ability, with excellent attention to detail.
• Experience of preparing quotes or supporting tenders (desirable).
• Willingness to learn and continuously develop, including completing training on company products, systems and processes.

Behaviours & Attributes

• Ownership & Accountability – takes responsibility and follows through.
• Drive & Work Ethic – willing to go above and beyond when needed.
• Resilience – able to manage pressure and handle challenging situations.
• Adaptability – comfortable in a fast-paced, changing environment.
• Customer-Focused Approach – always prioritises the customer experience.
• Passion & Energy – brings a positive, can-do attitude.
• Proactive Mindset – looks for improvements and solutions.

This is a full-time, on-site role based at Berwick Care, Stafford Park, Telford. The Customer Services Executive works within a busy, fast-paced customer service team and is trusted to manage their own workload, prioritise effectively and take accountability for outcomes. The role works closely with other departments to ensure every customer interaction reflects the high standards of the business.

Berwick Care is looking for the right mindset as much as experience. In return, employees benefit from:

• Company-wide bonus scheme
• Free lunch provided daily
• Free on-site parking
• On-site gym access
• Career development opportunities and external training