Customer Services Advisor

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 be a first point of contact for Berwick Care's customers, providing friendly, helpful and accurate advice and delivering an outstanding customer experience by taking ownership of every enquiry from start to finish. The postholder will ensure smooth communication, accurate and efficient order processing, and proactive problem-solving, supporting both customers and the wider team. This is a hands-on, fast-paced role for someone who takes real accountability, is keen to learn and is motivated to go above and beyond for customers.

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.
• Provide clear and accurate advice to customers on products, orders, pricing and delivery.
• Take ownership of customer queries from start to finish, keeping customers informed and ensuring every issue is followed through to a satisfactory resolution.
• Escalate complex issues to the relevant departments or senior team members where required, and follow up to ensure resolution.
• Maintain accurate, up-to-date customer records and interaction notes on the CRM system.

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.
• Support price comparisons and tender processes, including gathering information for the wider team.

Complaints & Returns

• Resolve customer complaints and returns professionally and fairly, in line with company procedures.
• Report recurring issues and customer feedback to senior team members to help prevent reoccurrence.

Performance & Continuous Improvement

• 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 suggest improvements to processes and the overall customer experience.
• Support colleagues and the wider team, providing cover as required to maintain service levels.
• Comply with all company policies and procedures, including data protection (UK GDPR) and health and safety requirements.

Skills & Experience

• Previous experience in a customer service, call centre or retail environment (desirable but not essential – full training will be provided).
• Strong verbal and written communication skills.
• Excellent customer service skills with a professional approach.
• IT literate, with experience of using CRM systems.
• Strong organisation and time management skills.
• Ability to remain calm under pressure.
• Problem-solving and multitasking ability.
• Team player with a positive attitude.
• 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 Advisor works within a busy, fast-paced customer service team and will receive full training on Berwick Care’s products, systems and processes, while being trusted to manage their own workload 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