Internal Customer Service Representative

About the role

This position is open only to current employees of JJ Food Service Ltd. You will maintain an excellent standard of service and a high level of customer satisfaction by interacting with customers to provide information, handle enquiries, and resolve complaints.

Responsibilities

• Log all customer complaints and take relevant action.
• Communicate with mobile staff to resolve issues.
• Deal quickly and efficiently with customer enquiries or complaints in person, by phone, email, and website.
• Confirm returned items according to relevant documentation and authorise credit for customers (collection notes/returned invoices).
• Keep customers informed of delivery status where delays are likely.
• Maintain a log of product issues (e.g., quality) and ensure stocked items are inspected.
• Investigate and process query sheets, issuing credits as necessary.
• Authorise under-minimum orders for delivery in case of errors.
• Maintain up-to-date records of all customer interactions on the task history database.
• Provide feedback to enhance product performance and service delivery.
• Develop and maintain knowledge of product characteristics, strengths, and general information.
• Adhere to company internal/external customer care and equal opportunity policies.
• Ensure compliance with health and safety policies and procedures.
• Follow all company policies, procedures, and business requirements.
• Undertake additional tasks as reasonably expected to achieve departmental and company goals.
• Maintain confidentiality in accordance with GDPR.

Requirements

• 4 GCSEs at grades A-C (or equivalent), including English and Mathematics, or 2+ years of experience in a customer service-oriented environment.
• Level 2 NVQ in Customer Service is preferable.

Physical Requirements

• Manual handling (lifting or moving products/equipment) with provided training and equipment.
• Occasional pushing/pulling of trolleys to transport items.
• Use of appropriate equipment for lifting, with training provided.

Skills

• Adaptability
• Empathy
• Service orientation
• Communication
• Conflict management
• Self-control
• Presentation skills
• Intermediate Microsoft Excel

Additional Notes

Flexibility is essential: you may be required to transfer to alternative groups or duties, including covering for colleagues during holidays or peak periods. The type and volume of work are subject to change.