Client Support Advisor (Customer Service)
Introduction
Are you a strong team player with a proactive approach to problem solving? Can you demonstrate excellent verbal and written communication skills? Do you have previous office-based customer service experience? If so, we may have the perfect role for you…
We are looking for a full time Client Support Advisor to join our thriving and growing company and help us achieve our ambitious goals.
The Company
allmanhall is a thriving, growing, owner-managed food procurement organisation, based in the beautiful countryside of Wiltshire, just a few miles outside Bath.
We specialise in being the food procurement partners for schools, care homes, stadiums and catering companies. Our mission is to deliver sustainable value for every client, because good food shouldn’t cost the EARTH. We challenge and transform food supply so informed decisions become clear.
Our team is made up of talented, professional, and passionate individuals, who could work anywhere but choose, and are proud to be, a positive part of allmanhall. We develop our team and offer opportunities for long term careers. In 2023 we achieved the Investors in People Gold award, and in 2024 we were 1 of 4 finalists for the 'Employer of the Year (2-49 employees) Gold' category! We have also been awarded the Winners of the Best Sustainable Food Procurement Company 2024!
One team member says: "The company encourages and empowers everyone to make a positive difference. The support provided is above and beyond".
Our values – at our core, this is what makes us allmanhall:
* Everyone matters
* Agile and independent thinking
* Real results
* Thought provoking and informed
* Here for the long term
The Role
The purpose of the role is to provide professional support to a portfolio of clients, taking ownership for issue resolution and delivering outstanding client service satisfaction to aid retention.
Main duties and responsibilities of this role include:
* Act as a support desk for clients and suppliers – handle, manage and resolve client/supplier issues, as directed by the line manager.
* Take responsibility for the successful capture, processing and resolution of client support cases via our CRM system. Liaising with other team members and other stakeholders – gain a thorough understanding of the complexities of each case and employ personal initiative to resolve independently where reasonable and appropriate.
* Adhere to and follow the support processes to ensure we are following best practice.
* Escalate urgent case issues to the Support Manager who will escalate as appropriate to ensure swift and effective resolution.
* Resolve client copy invoice requests and credit requests by liaising with relevant suppliers to obtain copies in line with service levels.
* Cover reception as required, answering/handling/transferring calls, enquiries and requests in a prompt and professional manner in line with company protocol.
* Ensure full and accurate information and detail is captured at all times.
* Assist with the mobilisation of new client accounts in respect of suppliers, ensuring that all administration and documentation is in place.
* Ensure all Client and account information is recorded and updated as appropriate via the CRM system and other company platforms as required.
* Support data entry onto catering control platforms, as required by the business.
* Support the Client Relationship Managers and attend occasional client meetings as required.
* Ensure supplier product initiatives and key service updates are communicated to all clients.
* Prioritise workload and allow for urgent documentation, reports and problem-solving actions.
The Candidate
Essential requirements:
* Have previous office-based customer service experience.
* Strong critical thinking skills to resolve client and supplier issues efficiently, knowing when to escalate and when to resolve independently.
* Ability to manage multiple client enquiries and tasks effectively while meeting deadlines and maintaining high standards of service.
* A proactive and self-driven approach to identify and address client needs, taking ownership of tasks and responsibilities without constant supervision.
* Ability to anticipate client needs and proactively offer solutions.
* Demonstrate a can-do attitude and a real desire to help our clients.
* Demonstrate excellent time-management skills; excellent planning, organisation and prioritisation skills.
* Have strong attention to detail skills.
* Demonstrate excellent verbal and written communication skills.
* Have strong computer skills, including advanced Word, Excel and PowerPoint.
* Have GCSE English and Maths Grade C/4 or above, or equivalent.
* There are no public transport links to our office, therefore holding a valid driving licence and owning (or having access to) a car or other mode of private transport is essential to be able to commute!
* Catering knowledge/experience.
* A passion for food!
The Contract
Hours: Full-time: up to 37 hours per week. Working within the hours of Monday to Friday 08:45 - 17:15 (with an early finish on Fridays at 16:15).
Salary: Circa £23,000 FTE per annum plus opportunity to earn circa 10% company performance-related bonus.
Work location: Head Office - SN13 0NY
* A company performance related bonus scheme.
* Annual salary review.
* 33 days annual leave FTE (including bank holidays), plus an additional day of leave for each year of service up to 5 years.
* Private Medical Insurance, Life assurance and Income Protection benefits, based on length of service.
* Birthday leave, graduation leave, volunteer day leave, child's first day of school leave.
* Discounted gym membership.
* Enhanced maternity/paternity pay.
* Sabbatical leave after 5 years service.
* Access to a platform that provides retail/restaurant discounts.
* Team socials and team building.
* Investment in your learning and development.
* … and much, much more!
We are an equal opportunities employer and welcome applications from all candidates that meet the essential requirements of the role. Should you need any assistance in applying, please email careers@allmanhall.co.uk or phone the main office on 01225 745520 and ask to speak to a member of the HR team.
#J-18808-Ljbffr