Customer Service Executive
Wellpark Brewery - Glasgow
Temporary: 2 month contract
You probably know us best from our iconic brands like Tennent’s and Caledonia Best – but to our on-trade customers we’re so much more than that. We’re Scotland’s biggest drinks wholesaler, providing a huge range of branded alcoholic drinks and bar accessories to pubs, clubs, hotels and restaurants across the country. You need something to run a successful bar? We’ve got you covered.
We’re looking for a Customer Services Executive (Temp) to join our Customer Contact Centre team in Glasgow - Wellpark Brewery.
So what’s involved?
Most of the time, things run pretty smoothly around here – but when something doesn’t go according to plan, the Customer Services team are there to help. Their mission is to unstick issues and find solutions. Whether that’s looking into a delivery that hasn’t turned up, tracking an incomplete order, an issue with payment, or finding a fix for a wonky piece of bar equipment. As a customer service rep, you never quite know what sort of questions you’re going to be dealing with.
You’ll spend a lot of your day on the phone to customers, so you’ll need a friendly, positive telephone manner and be able to build rapport quickly. Sometimes you’ll be dealing with difficult situations or frustrated people, so you’ll need to understand how to diffuse heated conversations and quickly win the trust of the customer.
This isn’t a highly structured contact centre environment. We don’t have scripted call sheets to follow. Your calls aren’t closely monitored. We’re much more about building personal relationships. We want our customers to feel heard and understood. So we want you to be yourself. After your initial training you’ll be trusted to follow your instincts and ask the right questions, and ultimately help get tricky situations back on track.
What you’ll need:
- Experience of working in a contact centre environment, in either a sales or customer service role.
- Experience of working in an on-trade environment (e.g. bartending experience) would be helpful in understanding the challenges customers sometimes encounter
- Good IT skills
- A warm, friendly professional telephone manner
- A conscientious approach to work, with the drive to find solutions and continually improve the experience for our customers