At Britvic we’re on a journey to become the most dynamic soft drinks company. As one of the UK’s leading players in the FMCG market we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside the bottle.  We offer consumers a range of family favourite and global premium brands such as Robinsons, Tango, J2O, R. White’s & London Essence. We exist to help people enjoy life’s everyday moments.

About the Role:
To effectively manage inbound and outbound customer service calls relating to equipment breakdowns, parts orders and complaints. To maximise First Line Resolution of breakdown calls and first line resolution of enquiries and complaints, in order to reduce overhead cost and to drive customer satisfaction through achievement of service levels.

This is a full time role , 37.5 hour per week 5 days out of 7 - flexi hours ( Between 8:00am- 8:00pm ) Will include some weekends.

Key Responsibilities:

1. To effectively manage all inbound and outbound service calls; correctly diagnosing breakdown faults to maximise both first line resolution and customer satisfaction.
2. Overcome objections and use guided assistance to complete fixes of equipment over the phone where possible. Defer as many potential Total System Failures, isolating flavours where required. 
3. Ensure accuracy for all jobs logged for technician visits, with all relevant information included in case notes
4. Educate customers on how our equipment works and in turn teaching them basic hygienic and maintenance of equipment.
5. To resolve internal and external customer enquiries and complaints at the 1st point of contact where possible to the customer’s satisfaction.
6. Complete all administration to agreed standards and timescales ensuring that all customer information on file is accurate, and ensure data input accuracy minimising errors and costs.

Knowledge, Skills & Experience Required:

1. Excellent verbal communication skills essential
2. Customer service/Technical experience preferred but not essential
3. Computer literacy - Competency using Microsoft office, Windows 10 and other windows-based applications.
4. Have desire to learn and improve knowledge
5. Always professional and demonstrates respect towards others at all times

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive