Customer Services

Job Purpose: To take responsibility and act as the focal point for all customer questions or concerns to ensure timely and accurate answers are provided for the customer. Provide "First Class - Right First Time Customer Service",

• Carry out tasks largely unsupervised to cost and quality standards.


• Plan ahead - tasks and resources


• Liaise with internal/external customers to resolve problems.


• Collect, analyse, and distribute information/data.


• Provide professional/specialist advice both internally and externally.


• Developing relationships with external customers, suppliers.


• Stay abreast of changes in technology, markets, competition, legislation and apply to the operation.


• Specify and ensure levels of support service are in place.


• Prioritise and co-ordinate workloads, 2. Be responsible for ensuring customers are kept informed at all times throughout their experience with Owens Road Services.


3. Be the point of contact for all customer enquiries.

4. Adhere to customer services procedures, policies and standards for department ensuring all data is accurately entered onto the computer system and up-dated as per procedure.

5. Communicate with customers by email and partake in meetings accordingly.

6. Provide help and advice to customers using organisations products and services.

7. Process any returns correctly, obtaining photographs/paperwork of shot loads - adjusting systems and communicating as required.

8. Compiling and monitoring of customers reports.

9. Ensure all collections and deliveries have been booked and confirmed correctly, especially outside of working hours.

10. Updated internal systems with delivery information as well as failure and discrepancy logs.

11. Support the wider Customer Services Team during busy periods.

GCSE/NVQ standard. Experience of working at a similar level.

Specific Experience

Traffic management

Problem solving/logical thinking

Working unsupervised, continually managing time and prioritising work to meet tight corporate deadlines.

Specific Skills

Computer skills - Excel

Good communication skills, interaction at all levels internal and external.

Geographical knowledge

Team player with a flexible "Can-Do" attitude, 1. Ability to develop on-going rapport and develop strong professional relationships with customers as well as colleagues.

THIS ROLE IS NEITHER EXHAUSTIVE NOR EXCLUSIVE AND MAY BE REVIEWED IN THE FUTURE DEPENDING UPON OPERATIONAL REQUIREMENTS AND STAFFING LEVELS