Polypipe Building Products are focused on delivering solutions to the residential sector. Polypipe Building Products works with national and local developers, plumbing and heating engineers, general builders and groundworkers to deliver above and below ground drainage systems, rainwater solutions as well as hot and cold plastic plumbing products.

Role: The Customer Experience Advisor will ensure that all Customers are given the highest possible Customer Service and Support.

Hours of work: Monday - Friday 09:00 - 17:00

Responsibilities:

• To be the initial point of contact for all Customers, providing exceptional levels of service and support

• Providing effective points of communication and clarity for all internal and external Customers

• To ensure Customers are effectively communicated with regarding all orders and enquiries

• Understanding and striving to meet or exceed KPI’s and SLA’s – maintaining the highest levels of service and support possible

• Ensure that Customer commitments are met at all times, and where issues arise, ensure that all parties are fully informed and communicated with

• Processing Orders using IFS

• Using Teams to communicate directly with the External Sales Team on any queries

• Answering the telephone effectively to Customers and Internal Customers

• Accessing the main mailbox – keeping it clear and understanding the urgency to clear the box effectively throughout the day

• Contact Customers when required relating to product changes or order queries as they arise

• Be professional in approach at all times, with all Customers, both internal and external

• Exceeding Customer expectations by going above and beyond

• Any other reasonable duties which may be required by management from time to time.

Requirements:

• Excellent customer service skills

• Goal focused to achieve team and individual targets, KPI’s and SLA’s

• Ability to work effectively under pressure

• Ability to work well as a Team and independently and be flexible

• Detail orientated with a logical approach

• Strong verbal and written communication skills

• Previous customer service experience desirable

• Ability to demonstrate customer care skills whilst being assertive when necessary