Customer Service Advisor

Customer Service Advisor (Hybrid working – 1 day per month in office. 1st week based in office for training)

We have some exciting opportunities for candidates to join our Customer Excellence team at Vax and help deliver exceptional customer experiences across phone and digital channels. You’ll support customers with product queries, resolve issues using your product knowledge and training, accurately update customer records, and promote our floorcare solutions where appropriate. We’re looking for a customer-focused team player who is passionate about helping others, embraces a virtual team culture, and strives to provide outstanding service every time. At Vax, the customer is at the heart of everything we do, and the Customer Service Advisor plays a pivotal role in that ethos.

Contractual hours:

• Monday - Friday: 08:00 – 20:00
• Saturday and Sunday: 08:30 – 17:00
• You will work a 40 hour a week on an assigned rotational shift pattern
• Working in the office 1 day a month – The first week of induction will be in person at our Droitwich offices. We may ask you to come into the office more occasionally, but we will give you reasonable notice for this.

Starting salary - £26,483.07, moving to £27,260.94 on successful completion of probationary period.

Monthly bonus payments based on performance against targets

Key Responsibilities:

• Listen to customer needs and demonstrate the ability to “Know Your Customer” (KYC) to identify solutions for customer requirements
• Deliver exceptional service that “wows” our customers across all of our contact channels
• Meet targets that support the Contact Centre of Excellence in delivering world-class customer experiences and promoting our products to drive revenue
• Drive a “right first time” approach to resolving customer queries whilst achieving high levels of customer satisfaction.
• Provide accurate information to our customers using product knowledge and training provided
• Support customers in troubleshooting issues with their products, including utilisation of Visual Remote Assistance (VRA) to enable self-service and enhanced experience
• Capture information accurately and securely to maintain the accuracy of customer information securely within systems, in accordance with Data Protection and GDPR legislation
• Demonstrate ability to work in a fast-paced environment, showing a positive attitude and being a true team player
• Attend training where required, both virtually and onsite to maintain up-to-date product knowledge
• Maintain adherence to our processes and adhere to company policies
• Keep up to date with all company communications to maintain awareness of activity within the business

What do you get in return:

• The opportunity to work in an award-winning business that fully supports and develops a remote workforce to be the best they can be.
• We offer 25 days holiday plus bank holidays with the option to buy extra days after probation.
• Staff discounts on our products
• Free Vax product on completion of probationary period
• A 5% employer pension is available to help look after your future.
• We offer various discounted gym memberships nationwide to help keep you fit and healthy.
• Regular incentives and recognition for delivering great results and experiences to our customers
• As a company, we also look after your health needs and peace of mind by providing dental plans, critical illness cover, life assurance plus lots of other great flexible benefits!

Equal Opportunities

At Vax we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow.

If you’re looking to join a forward-thinking company that values collaboration, innovation, and impact — we’d love to hear from you.

If you require any reasonable adjustments during the recruitment process, please let us know and we will do what we can to support you.

Please note: Applicants must have the legal right to work in the UK at the time of application. We are unable to provide sponsorship for this role.

Pay: £26,483.07-£27,260.94 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Sick pay
• Work from home

Work Location: Hybrid remote in Droitwich