Service Support Advisor

Winterhalter is seeking an experienced Service Support Advisor to join our team, in Knowlhill, Milton Keynes,  to deliver 'best in class' customer service to our non-account customers, with a focus on effective responsive customer service while handling inbound calls and emails.

As an advisor within our Service support Team, you will liaise with colleagues such as Account Coordinators, Service call Planners and approximately 60 field-based Service Technicians. You will also collaborate with internal colleagues within other departments.

Main Accountabilities

• Responding to customer calls and emails  with an emphasis on inbound customer queries.


• Log calls and update customers with ETA’s/completion of the call.


• Communicate with customers about their repair calls – advising of any delays/ job status


• Supporting resolution of customer complaints, quickly and patiently to achieve ‘best in class’ customer experience.

Essential skills, knowledge, and experience:

• Excellent telephone manner, able to remain calm under pressure 


• Previous experience in an inbound customer service role


• Methodical and organised


• Able to manage time and work under pressure to tight deadlines


• Able to manage the demands of numerous tasks.


• Team player and problem solver


• Self motivated

Desirable skills, knowledge, and experience:

• Experience from within the catering industry


• A B2B and/or SME background would prove a distinct advantage

Hours:

• 37.5 hours per week


• Monday to Friday: 08:30 - 17:00


• Hybrid Working (3 days in office, 2 days from home) after training/induction period


• You will be expected to work one Saturday per month, as per a team rota

Benefits include:

• Contributory Pension


• Life assurance


• 25 days annual leave plus bank holidays


• Employee Assistance Programme


• Seasonal Flu Voucher


• Staff Perks & Savings Scheme


• Free Parking
  

**Winterhalter and Classeq are an equal opportunities employer**