Customer Support Advisor

ROLE: Customer Support Advisor HOURS: Monday - Friday 08:30 - 17:00 SALARY: GBP26,000 rising to GBP27,810 following successful probation period BENEFITS: Healthcare Cash Plan, 3x Salary Life Assurance, High Street Discounts, Staff Discount BASE: Site Based - Compdoor, Newcastle Under Lyme Eurocell are a stock market listed Plc and the market leader for uPVC products within the building industry. We know that our people are our greatest asset, we are successful, dynamic, ambitious and looking for great team players to grow with us. As part of our continued growth, we are looking for a proactive and customer-focused Customer Support Advisor to join Compdoor, part of the Eurocell Group of companies, Newcastle under Lyme. This is an excellent opportunity for someone who enjoys problem-solving, building positive customer relationships, and working in a fast-paced manufacturing environment where delivering a first-class customer experience is at the heart of everything we do. As a Customer Support Advisor, you will play a key role in managing customer enquiries, complaints, remedial works, and resolution activities. You will act as a vital link between our customers and internal teams, ensuring issues are handled professionally, efficiently, and to a high standard. WHAT OUR CUSTOMER SUPPORT ADVISORS DO: Manage the day-to-day operation of the customer resolution system, ensuring customer issues are progressed effectively and resolved in a timely mannerHandle customer enquiries via telephone and email, providing a professional and courteous service at all timesInvestigate and manage customer complaints in line with company policies and proceduresCoordinate remedial works and rework activities, communicating effectively with both customers and internal departmentsMaintain accurate customer records and ensure all supporting documentation is completed correctly and on timePrepare customer quotations and provide administrative support where requiredProduce monthly management reports and ad-hoc analysis as requestedIdentify trends, recurring issues, and opportunities for process improvements, providing recommendations to managementDevelop and maintain a strong understanding of company products, services, and policiesSupport general telephone duties and ensure customers receive a positive experience WHAT WE NEED FROM OUR CUSTOMER SUPPORT ADVISORS: Proven experience in a customer service, customer support, complaints handling, or customer resolutions role Confident communicator, both written and verbalAble to handle customer complaints professionally and with empathyHighly organised with excellent attention to detailComfortable managing multiple priorities in a busy environmentProactive, solution-focused, and able to work independentlyCompetent in Microsoft Office, including Excel, Word, and Outlook WHAT WE OFFER OUR CUSTOMER SUPPORT ADVISORS: You will be rewarded with a very competitive basic salary25 days holiday, plus statutory holidays - normally 33 days in total each yearFree Healthcare plan for all employeesEnhanced Maternity and Paternity benefitFree Life Assurance Plan of 3x your Annual SalaryChristmas shutdownOption to join the Eurocell Share Save Scheme at discounted rates, and share in our company successCompany Pension PlanEmployee discount on Eurocell productsDiscounts across many well-known online and high street retailersA blend of training, including e-learning and on the job training to help your career developmentCare First Employee Assistance Programme, available 24 hours a day, 365 days a year for confidential support and advice, if and when you need itColleague Referral Programme; we pay you for successfully referring people to join our teamExcellent opportunities to grow with us, and progress your career