Customer Relations Advisor
Job Description
We’re looking for a proactive Customer Relations Advisor to join our team at our head office in Steeton (West Yorkshire).
You’ll be the first point of contact for customers, handling inquiries and resolving issues to ensure excellent service. If you're customer-focused with great communication skills, we'd love to hear from you!
Hours: Mon–Fri, 8:30am – 5:00pm OR 9:00am - 5:30pm (40 hours)
Salary: £26,200 per annum
Why join Acorn?
- Comprehensive induction and training
- Investors in People accredited employer
- Healthcare and pension schemes
- Free on-site parking & great transport links to Leeds, Bradford & Skipton
- Subsidised on-site canteen
- Cycle to work scheme
- Gym membership discounts
- Company events
- Monthly reward scheme – Acorn Achievers
- Refer-a-friend bonus – earn up to £100!
The Ideal Candidate
- Strong communication and interpersonal skills
- Professional and polite telephone manner
- Computer literate with the ability to manage multiple systems
- Previous experience in customer service or complaints handling (preferred)
- Ability to manage up to 40 active complaint cases per week
- Organised, proactive, and solution-focused mindset
- A team player with a “can-do” attitude
Must be able to display the Acorn Values
OUR VALUES
?Quality of the products we make and sell and the service we provide
?Unity Working together as one team
?Integrity Acting responsibly and honestly to deliver on our promises
?Caring About our customers, each other and the wider community
?Ambition Taking Pride in all we do and striving to improve
Key Responsibilities
- Be the first point of contact for customers, handling enquiries and a range of complaints across all business areas
- Communicate professionally via phone, email and post—keeping customers updated every step of the way
- Investigate issues thoroughly, analyse root causes, and share feedback to help us improve
- Carrying out administrative tasks, including internal and external telephone calls, post and emails
- To proactively assist in responding to all Trustpilot and Google reviews and inviting new customers to review the business
- Establish and maintain effective working relationships with co-workers, internal and external stakeholders
- Working to department KPIs and targets
- Keeping computerised and paper records up to date
- Processing order cancellations through an automated system and working with our Finance team to ensure refunds are processed efficiently
- Maintain and secure sensitive company information in accordance to GPDR and follow our social media policy at all times
Benefits
- Excellent Transport Links to Leeds, Bradford and Skipton
- Free Parking
- Healthcare Provision
- Induction and Training Programme
- In-house Canteen
- Life Insurance Cover
- On-going Coaching and Development
- Pension Provision
About the Customer Service Department
Our Customer Service department strives to make each, and every aspect of our customers’ experience a positive one, leaving lasting impressions on our customers by assisting them in the best ways possible. Opportunities within customer service include team leaders, customer service and customer relations administration, planning, installation coordinators and field service roles, including installation and maintenance engineers.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
