Customer Support Specialist - 6 Month FTC

Posted 2 January by Pertemps Recruitment Partnership
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My client based in Burton on Trent are currently recruiting for a Customer Support Specialist to join them on a 6 month FTC.

The Role:

• To deliver exceptional customer service to both external customers and internal stakeholders through all channels - telephone/email/e-queries as well as face to face

• To maximise business opportunities and support our Publicans


• To deliver individual and departmental KPI's – call and query management

• Understand the customer requirements and identify the best resolution in line with business process and procedures

• To spot potential opportunities to improve the callers interaction with Punch either through the promotion of other services, products or new channels

• To positively communicate Punch business processes to our customers, both internal and external

• Meet departmental objectives inline with Service Level Agreements

• Increase the sales order value whilst maintaining relationships, by demonstrating upsell where appropriate and actively promoting Punch Buying Club products and services

• Add value by using and promoting Punch products/services, gap analysis and effective sales closing techniques

• To convert customer queries into resolutions, using specialist department knowledge. For example, Punch Buying Club, property, technical services and credit

• Liaise with field operations, internal support teams and suppliers in order to achieve resolution of calls/queries

• Utilise the information available to achieve timely resolutions, proactively sell in the right products to the right pubs and assist with the sharing of knowledge within the team

• Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills/tasks gaps

• To meet our business partners demands by working on other activities as required by the Leadership Team

• To contribute to minimising costs whilst maintaining KPI's and sales figures

Person Specification:

• Customer focused – Ability to listen and respond to customers providing a quality driven service

• Effective Working Relationships - Ability to work in a team by demonstrating flexibility, a fun attitude and the ability to share knowledge

• Planning, Organising and Flexibility - Able to work in a fast paced and changeable environment

• Sales focused – Ability to maximise opportunities on all calls and promote PBC products and services

• Ability to build rapport and develop key relationships

• Problem Solving and Decision-Making abilities

• Communicating and Influencing - Ability to communicate clearly and concisely on the telephone and in writing

• Commercial Awareness

• Striving for Excellence - Proactive approach to individual training, development and progression

Technical/Professional Expertise Desired:

• Experience within a fast-paced telephone based customer service / sales environment is desirable

• Experience of working within: Pub/Restaurant/retail/Sales/Leisure/Tourism/Hospitality industry desirable

• Able to demonstrate use of Excel, Word, PowerPoint

• Competent user of Sales Order Systems / Internet /Web Based Systems

• English and Maths GCSE - Grade C or above (or equivalent)


Starting salary £17,500 – This is reviewed as you develop

Monday to Friday Full Time Hours

Six Month fixed term contract initially

This role is working in amazing modern offices which have excellent facilities!

To apply, please apply online or call Jessica on

Reference: 36924691

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