Here at Birkdale, we are the UK's leading, and most trusted brand for gate and fencing accessories. An accolade we have held for almost 40 years by constantly pushing innovation, producing the highest quality products, and delivering exceptional customer service every time.
We are seeking a motivated and customer-focused individual to join our team as a Customer Support Executive. In this key role, you will manage customer communications through email and phone, process orders, resolve queries, and ensure that our customers receive a seamless and professional service at every interaction.
This position suits someone who thrives in a fast-paced environment, enjoys problem-solving, and takes ownership of their workload. You'll be part of a close-knit and supportive team that plays a vital role in maintaining Birkdale's reputation for outstanding customer experience.
Responsibilities
Monitor and manage the main mailbox, promptly responding to customer inquiries, order requests, order/invoice queries and contact forms.
Process customer orders accurately and efficiently, ensuring all necessary information is recorded and entered onto the system.
Handle our customer support pipeline, raising tickets for customer queries and finding resolutions in a timely manner.
Track and monitor the status of customer deliveries, providing timely updates and resolving any issues or delays that may arise.
Answer inbound calls from customers, providing professional and courteous assistance while addressing their questions, concerns, and requests.
Maintain a high level of product knowledge to effectively address customer inquiries and provide accurate information about our products and services.
Document all customer interactions, inquiries, and resolutions accurately in the CRM system.
Managing personal task list, ensuring all daily tasks are completed on the day of assignment.
Support our Goods In department with unidentified customer returns.
Act as a liaison between our couriers, becoming the Voice of the Customer & ensuring things are escalated to the account manager there.
Working with our Credit Control department to ensure customers pay on time & resolving any queries they might have that causes delay in payments.
Key Performance Objectives
All customer emails and actions received before 4:30pm are to be processed by end of day.
Maintain service levels on inbound calls, minimising waiting times and abandoned call rates.
Ensure orders are processed within agreed accuracy and speed targets.
Resolve or progress customer tickets in line with SLA requirements.
Maintain first response targets for email and phone queries.
Implement customer-focused changes directed by the Head of Customer Success.
Consistently exceed personal and team KPIs as agreed with your line manager.
Performance Objectives
Company:
a. Contribute to the continual improvement of the customer support function
b. Represent the Voice of the Customer, ensuring internal feedback loops are actioned to enhance the overall customer experience
Role Specific:
a. All customer emails and actions received before 4:30pm are to be processed by end of day.
b. Maintain service levels on inbound calls, minimising waiting times and abandoned call rates.
c. Ensure orders are processed within agreed accuracy and speed targets.
d. Resolve or progress customer tickets in line with SLA requirements.
e. Maintain first response targets for email and phone queries.
f. Implement customer-focused changes directed by the Head of Customer Success.
g. Consistently exceed personal and team KPIs as agreed with your line manager.
What We Are Looking For
Prior experience in a customer service, administrative or order-processing role, ideally within a commercial, product-based or distribution environment
Excellent written and verbal communication skills, with a professional and empathetic phone manner
Strong organisational skills and attention to detail, especially when working across multiple tasks or platforms
Proficiency with Microsoft Office and CRM systems (e.g. HubSpot - a bonus if known!)
Ability to work effectively both independently and as part of a team
A solutions-focused mindset, with the ability to resolve issues calmly and effectively
Willingness to collaborate with other departments (e.g. Sales, Credit Control, Couriers) to resolve customer issues
Flexibility and adaptability in a fast-paced environment
Why Work With Us?
Skill Development: We put our employees first, with opportunities for progression and development
Team Culture: Join a friendly, down-to-earth team that values collaboration, transparency, and mutual support.
Purposeful Work: Be a key player in supporting our ambitious growth plans, helping to deliver outstanding service to customers across the UK.
Benefits
Health Insurance with Mental Health Support options
Death in Service
Quarterly bonus scheme
Discounted gym memberships
Employee Assistance Programmes
Monthly employee recognition scheme, work anniversary recognition scheme
Employee referral scheme
Bike2Work Scheme
Vehicle salary sacrifice scheme
Free EV charging at HQ
Free, secure on-site parking
At Birkdale we are proud to be an equal opportunities employer; should you need reasonable adjustments at any point in the application or interview process, please let us know.
Job Type: Full-time
Pay: 27,000.00-28,000.00 per year
Additional pay:
Quarterly bonus
Benefits:
Company events
Company pension
Cycle to work scheme
Discounted or free food
Employee discount
Free flu jabs
Free parking
Health & wellbeing programme
Life insurance
On-site gym
On-site parking
Private medical insurance
Referral programme
Schedule: