Job Description

About the Role

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As a Customer Services Advisor, you will provide market leading customer service to all sales channels including the Bailey retailer network, Bailey end consumers, PRIMA trade and PRIMA end consumers. You will also be responsible for reviewing and processing Bailey warranty claims.





You will work closely and collaboratively with other team members as well as internal departments such as PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing. You will communicate professionally and proficiently with external stakeholders such as suppliers and courier providers when handling outstanding queries or complaints.

Key Responsibilities

Provide excellent customer service at all times, ensuring a positive 'can do' approach to queries, warranty claims, and complaints. Receive and respond to customer contact via telephone, e-mail and letter. Ensuring that you capture the detail of each query, understand the customer's expectation and respond within departmental SLA timescales. Demonstrate problem-solving skills and an ability to work in a fast-paced environment, managing difficult conversations with customers when they arise. Be professional and polite in written and spoken communications to all parties, including internal and external stakeholders. Confidently complete a variety of workload requirements: emails, phone calls, warranty claims, locating part numbers referring to technical drawings and BOMs, and process all on internal systems as required. Work closely and collaboratively with all members of the Aftercare team in support of resolving customer issues. Work to achieve individual KPI's which contribute to the success of departmental KPIs. Demonstrate a willingness to learn and develop, always seek to learn new ways of working and improving product knowledge. Participate in product knowledge sessions, training sessions and daily huddles as arranged by your line manager. Engage with personal development and communicate any training needs to your line manager. Be positive and adaptable to new ways of working, contribute to new ideas for continuous improvement of current processes. Proactively provide feedback to your line manager. Perform ad-hoc tasks as requested by your Line Manager.

Your Qualifications & Experience

Experience of handling incoming phone calls regarding queries from different sales channels Experience of adhering to KPIs and targets set for team success Experience of complaints and escalations handling Good communication skills, both written and verbal Strong organisational skills Positive "can do" attitude Self-motivated and driven Experience of working in a manufacturing or retail environment desirable Experience of processing warranty claims or dealing with technical matters desirable

About the Department

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Our Customer Services team are the friendly voice of Bailey and PRIMA Leisure, helping our customers and retailer partners with questions or queries about our Bailey or PRIMA products.


Our fast-paced team are the first point of contact for many external parties, representing the business and a delivering market leading experience to all our customers. The team are also responsible for our warranty function, processing incoming claims in a timely manner and dealing with any queries in relation to requests.

The Bailey Family

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Bailey of Bristol is one of the UK's leading manufacturers of leisure vehicles, with a proud history of craftsmanship and innovation. We are committed to producing high-quality leisure vehicles that inspire adventure, and we take pride in our skilled workforce, strong team culture, and dedication to excellence.


We have been building Bailey leisure vehicles here in South Bristol since 1948 and are now very much part of the local community. We are also the tenth largest private company in Bristol and the largest recruiter in the area.


The majority of our employees live nearby and have been with us for a long time, with the average length of service around 10 years. As a result, our workforce possesses the necessary skill and experience to successfully produce a complex range of caravans, motorhome and campervans in the same production facility.

What We Offer

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As a large business we have opportunities in many areas and can offer people wide and varied careers, all of which attract an excellent benefits package. We are continually reviewing our offering to ensure we remain an employer of choice in the local area.


All positions at Bailey attract excellent benefits including...

Financial & Remuneration

Competitive salaries (with entry-level hourly rates above the Real Living Wage) Enhanced Company Pension Scheme Life Assurance Cover from day 1 of employment Salary exchange Cycle to Work scheme Financial support through salary advance and travel loan schemes

Social & Culture

Excellent holiday entitlement (25 days a year plus Bank Holidays) with additional entitlement for long service Enhanced family friendly pay; Maternity pay (24 weeks full pay followed by 15 weeks statutory pay) / Paternity pay (2 weeks full pay) Longer weekends as a result of an early finish every Friday (role dependent & subject to business needs) Monthly recognition awards 25% discount at our partner company PRIMA Leisure

Health & Wellbeing

Health cashback scheme Corporate gym memberships Bi-weekly free fruit mondays Employee Assistance Program On-site Mental Health First Aiders HRT treatment support

Learning & Development

Dedicated induction & onboarding Career progression opportunities Role-specific training Opportunity to apply for Apprenticeship Levy support courses

Find out more by clicking on the links below.