Job Description

- Customer Service Executive

An exciting opportunity to join one of Britain's most respected and award-winning, independent breweries, where tradition, integrity and quality still take centre stage.

Why Join Timothy Taylor's?

At Timothy Taylor's, we don't just brew beer - we brew legacy. Family-owned and proudly independent since 1858, we've built a reputation for doing things the right way, not the easy way. That commitment extends to our people too.

We're now looking for a

Customer Service Executive

to join our team at the Brewery Head Office. You'll play a vital link between the Sales and Operations teams, the role involves engaging with customers to build strong, lasting relationships, capturing and maximising orders. Resolving queries in a timely manner to deliver a positive customer experience.

Key Responsibilities:

Order capture - accurately processing inbound orders received via multiple communication channels, including phone, email, WhatsApp and BDMS, in a timely and efficient manner. Making outbound calls - managing a weekly call list and proactively engaging with Timothy Taylor customers to encourage repeat business, promote upselling opportunities and recommend suitable products. Order processing - ensuring all orders are entered correctly and within required timeframes, with attention to detail. Providing consistently high-quality customer service by responding to enquiries professionally, clearly, and promptly while maintaining a strong customer focus, building positive working relationships, and ensuring customer satisfaction. Supporting customers with cellar technical queries, offering practical guidance and escalating issues where appropriate to ensure service continuity and product quality. Liaising closely with the Distribution team to maximise delivery route efficiency and communicate any last-minute order amendments or customer requests. Working collaboratively with the Sales team to share customer feedback and insights, supporting sales growth and company profitability.

Qualifications and Experience:

Essential:

Excellent telephone manner with strong communication, listening, and customer-focused skills, able to handle challenging calls calmly and guide customers toward positive resolutions. Effective problem-solving, teamwork, adaptability, and basic IT skills, with a genuine commitment to delivering high levels of customer service.

Desirable:

Experience supporting cellar technical services. Knowledge of point of sale materials and processes. Familiarity with Cask Marque standards.

Key Competencies and Skills

Active listening skills to fully understand customer needs and concerns. Clear and confident communication skills, both verbal and written. Product knowledge to enable informed advice and effective customer support. Strong time management skills, with the ability to prioritise and handle multiple tasks efficiently. Empathy and patience to build trusted and long-lasting customer relationships. A positive attitude with an optimistic and solutions-focused approach. A genuine passion for beer and the brewing industry. High standards of office administration and organisational skills.

Key Performance Indicators

Accuracy and timeliness of order processing. Customer satisfaction and quality of service provided. Effectiveness of outbound calls, including repeat business and upselling activity. Resolution of customer and cellar technical queries within agreed timescales. Quality of communication and collaboration with internal teams.

Our Culture

At Timothy Taylor's, we believe in quality - not just in our products, but in our people and how we work. We are professional but down-to-earth, structured but friendly. We don't believe in unnecessary bureaucracy, but we do believe in doing things properly - with integrity, precision, and pride.

What We Offer

We believe great work deserves great rewards. As part of the Timothy Taylor's team, you'll enjoy a comprehensive benefits package designed to support your wellbeing, work-life balance and long-term development:

Competitive salary (dependent on experience) 25 days' holiday, plus bank holidays Workplace pension Profit share bonus scheme Private healthcare (family option) and life cover Annual Occupational Health assessments Life insurance Company sick pay Family-friendly pay policies WeCare: 24/7 GP, mental health support, fitness programmes and nutrition guidance ToothFairy: dental app, offering instant access to real UK dentists Staff discount in our managed pubs Cycle to Work scheme Professional development support Branded clothing Free on-site parking
Job Types: Full-time, Permanent

Pay: Up to 30,000.00 per year

Benefits:

Bereavement leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme Life insurance On-site parking Private medical insurance Sick pay Store discount
Work Location: In person