Customer Service Advisor

Musgrave Retail Partners GB is part of Musgrave Group who partners with the Londis and Budgens brands in GB. With around 2000 independent retailers you will be working as part of our Customer Service Team based at our Wellingborough Retailer Service Centre, receiving, logging and responding to all retailer distribution claims and general enquiries and issues. With responsibility for ensuring an appropriate resolution in an effective and efficient manner, within an agreed time frame and to the required standard you will be offering full customer service support to both our Budgens and Londis retailers.

The role:

• To log all retailer distribution claims; queries and issues.
• Ensure all calls are dealt with efficiently and effectively, communicating clearly to our customers, showing empathy and working to build a trusting relationship.
• Handle consumer queries via letters, emails and the telephone.
• Take responsibility and ownership for claims, issues and queries through to their resolution ensuring our service standards are met.
• Resolve queries where possible whilst being able to identify and if necessary escalate issues to appropriate departments and to the CST Manager if appropriate action is not taken.
• Ensuring rejected claims are communicated to retailers.

Essential skills:

• Excellent demonstrable communication skills with the ability to remain clam in a fast moving environment and when under pressure.
• Understanding of Microsoft applications: Outlook, Word and Excel.
• Demonstrable ability to plan, prioritise, and approach each issue in a structured manner.
• Results orientated - able to take ownership of issues through to resolution.
• Educated to GCSE standard or equivalent in English and Maths.

Please note that this role will require the successful applicant to work on a rota which includes weekend working and various shifts covering currently from 6am to 8pm.