About The Role
Are you passionate about delivering exceptional customer experiences and ensuring every interaction leaves a positive impression?
We're looking for proactive, commercially minded Customer Support Advisors to join our Customer Experience Team.
As a key point of contact for customers, you'll take ownership of resolving queries and concerns over the phone, approaching every interaction with empathy and professionalism. You'll also identify opportunities to improve the customer experience, strengthen relationships and build trust, helping to achieve better outcomes for both our customers and the business.
This is a full-time, Monday to Friday position, offered on a hybrid basis, combining office and home-based working.
Key responsibilities include:
Delivering a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs, through all communication channels (including teams)
Using active listening and questions to uncover true customer requirements and setting clear expectations on delivery and timelines
Investigate, resolve, and report on customer complaints thoroughly and efficiently
Identify root causes of issues and work to prevent recurrence
Act as an escalation point for complex complaints from customers and colleagues
Build strong relationships with customers, regaining trust after negative experiences
Maintaining accurate CRM records (C4C), resolving issues efficiently and navigating internal systems
Aiming for First Time Right outcomes to reduce repeat contact, using feedback to improve future interaction
Partnering with Sales, Supply Chain, and Strategic teams, supporting service enhancements and piloting initiatives
Actively seeking feedback and coaching whilst owning your personal development plans
Contributing positively to team culture and goals
On top of working for the UK’s leading integrated health and safety experts, you’ll also receive:
Competitive salary of £26,227.50 plus Bonus
Up to 8% Arco Pension contributions and Life Assurance worth 4 times your salary
32 days holiday inclusive of bank holidays plus 2 fully paid Community Volunteering days every year
Opportunity to purchase 5 additional days annual leave each calendar year (subject to qualifying salary)
Access to hundreds of discounts through Perkbox, plus receive employee discount on Arco products
Health Cash Plan that allows you to reclaim costs for everyday health expenses such as dental treatment, eye tests and physiotherapy
Access learning resources, qualifications and development opportunities to help you grow, progress and achieve your career ambitions
Long-term service awards – we’re proud to have employees who have worked for us for 40 year
The ideal Customer Support Advisor will be/have:
Demonstrated experience in a customer service or complaints handling role
Experienced in a B2B or commercial sales setting handling high volume of customer calls
Solid understanding of customer engagement and relationship management principles
Previous use of CRM tools (preferably SAP C4C or similar)
Familiarity with working in a fast-paced, target-driven environment
Excellent communication skills, both verbal and written
Experience working cross-functionally with Supply Chain, Sales or Product teams
About Us
With a proud 140-year legacy, you’ll be part of something special when you join the UK’s leading safety experts. As the only integrated safety products and services business, Arco’s size, scale and reputation are why we have such an impressive portfolio of satisfied customers.
It’s an exciting time for us, and whatever your role, you’ll play a part in Arco’s journey to become more profitable and sustainable. To drive a performance culture, we consistently invest in our people to ensure we push for shared success. We respect and value everyone’s unique skills, experience and ideas so you’ll have ample opportunity to help shape our future growth and be rewarded for delivering against…