Customer Service Advisor - Booker Group : Job Details

About the role

We have an exciting opportunity to join our Customer Service Team at our Wellingborough site. In this position, you will work as part of the Customer Service team and you will be responsible for receiving, logging and responding to all retailer distribution claims and general queries and issues.

Role Responsibility

Working within Supply Chain department, liaison across all Budgens and Londis retailers and all departments who may be resolving retailer issues.

Key Activities include;

Ensure an appropriate resolution in an effective, efficient manner, within the agreed timeframe and to the required standard

To offer full customer service support to both Budgens and Londis retailers

Log all retailer Distribution Claims

Log all retailer queries and issues

Ensure all retailer claims, queries and issues are dealt with efficiently and effectively

Communicate clearly to retailers, show empathy and work to build a trusting relationship

Handle consumer queries via letters, emails and telephone

Field retailer Distribution claims and log full details on CRM (Budgens) E-claims (Londis)• Field retailer queries, issues and log full details on CRM

Take responsibility and ownership for claims, issues, queries and their resolution, ensuring the Booker GB service standards are met

Resolve queries where possible or if necessary, escalate issues to appropriate departments• Ensure rejected claims are communicated to retailers

Escalate issues to the CST Manager, if appropriate action is not taken

You will need

To be successful in this role your skills and qualifications will include;

Educated to GCSE standard or equivalent in Maths and English

Some experience in a retail customer service role desirable

Understanding of Microsoft applications: Outlook, Word and Excel

Excellent communication skills with the ability to remain calm in stressful situations

Able to live and demonstrate the Booker values

Ability to plan, prioritise and approach each issue in a structured manner

Results-orientated, able to take ownership of problems through resolutions

Previous experience within a contact or call centre environment would be highly regarded

Whats in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About The Company

Be part of something special. Join our team at Booker.

Booker is the UK’s leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country.

Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and service for all our customers.

Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require.

Wherever you join us, you’ll be part of an organisation that will help your career to keep moving forward.

*Booker Group is part of Tesco plc, however is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*