Customer Care Representative

Location: Basingstoke (Hybrid)

Contract: 6 months

Shift: Monday – Friday, 35 hours per week

Pay rate: £15.00 per hour

As a Customer Care Representative, you’ll manage a portfolio of UK customer accounts, acting as a key point of contact and ensuring a smooth customer experience from order through to delivery. You’ll support with order processing, quotations, delivery updates and query resolution, working closely with internal teams to manage expectations and maintain service levels.

Customer Care Representative Shifts & Pay:

• Hybrid: 4 days in office / 1 day work from home
• Working hours: Mon–Thu: 09:00 – 17:00 Fri: 09:00 – 15:30
• Pay: £15.00 per hour

Customer Care Representative Key Responsibilities:

• Maintain and update customer master data to support data protection and audit requirements.
• Raise quotations, orders and scheduling agreements to agreed service levels.
• Manage inbound telephone enquiries and maintain strong customer relationships.
• Communicate proactively with customers regarding delivery delays, technical queries and finance/payment issues.
• Liaise with internal teams (Distribution, Planning, Finance) to manage stock availability, pricing and payments.
• Work closely with Sales Operations to flag service risks and support customer meetings where required.
• Investigate and resolve customer queries/complaints, taking swift action to reach resolution.
• Liaise with courier agents and track deliveries using relevant systems/websites.
• Host and contribute to daily operational meetings.
• Manage a shared mailbox, including coding, filing and maintaining email organisation.
• Support service performance targets, including Lines on Time in Full (LOTIF).
• Follow health, safety and environmental policies and promote best practice across the team.

Customer Care Representative Skills & Experience:

Essential

• Customer service experience in a customer-facing environment (ideally 2+ years).
• Excellent communication skills and confidence handling queries by phone and email.
• Strong organisation skills with high attention to detail.
• Proven problem-solving skills and ability to manage complaints through to resolution.
• Intermediate Microsoft Office skills (Word & Excel).

Desirable

• Experience using SAP and order management systems.
• Additional language skills (Nordic languages are a plus).

To be considered for this role as a Customer Care Representative, please apply now!