Senior Customer Service Executive

Cal is a same\-day courier and logistics company based in Birchwood, Warrington. We look after demanding supply chains across same\-day, two\-man white glove, international and haulage work. We are not a call\-queue\-and\-hidden\-fees operation, and our customers stay with us because of how we look after them.

We are looking for a Senior Customer Service Advisor to take the senior seat on our customer service desk.

THE ROLE

You will run your own set of customers day to day, taking bookings, chasing jobs and answering queries. You will be responable for your own accounts day to day operation with the support of an admin.

Alongside your own workload you will help your admin, keep an eye on the quality of what leaves the desk. It is a hands\-on role rather than a management one, but it carries real responsibility for how Cal looks to the customer.

WHAT YOU'LL DO

\- Run your own customers: take bookings, arrange collections and deliveries, and keep people updated before they have to ask.

\- Own the difficult ones: pick up escalations, delays and complaints, keep the customer informed, and see each case through to a clean resolution.

\- Support the team: coach and check the work of your admin, answer their questions, and share what good looks like.

\- Keep the records right: maintain accurate customer, job and pricing detail in the CRM so nothing slips between shifts.

\- Work with operations: liaise with drivers to get jobs covered, on time and to our standards.

\- Cover the desk: act as the point of contact in your manager's absence and make sensible decisions without waiting to be told.

\- Improve how we work: flag the problems that keep coming back and suggest better ways of handling them.

WHAT WE'RE LOOKING FOR

Essential

\- Several years in a customer service or client support role, with a track record of handling the harder cases well.

\- A confident, professional communicator on the phone and in writing, who stays calm under pressure.

\- Well organised, with strong attention to detail and the ability to juggle competing priorities.

\- Comfortable with CRM systems and general office software, and quick to learn new tools.

\- Trustworthy and self\-motivated, able to take ownership and work with minimal supervision.

\- Willing to support and set an example for less experienced colleagues.

Desirable

\- Experience in logistics, courier, transport or another service business where things move quickly.

\- Knowledge of same\-day, white glove, international or haulage work.

\- Experience mentoring, buddying or supervising other advisors.

HOURS

45 hours per week, Monday to Friday. Nine hours a day worked between the hours of 6am and 6pm, including a 30\-minute paid break. This is an office\-based role at our Birchwood office.

WHAT WE OFFER

\- £32,000 to £38,000 depending on experience, reviewed annually.

\- 21 days holiday plus bank holidays.

\- Company pension scheme.

\- Monday to Friday hours, so your weekends stay your own.

\- A small, straight\-talking team where good work gets noticed.

Job Type: Full\-time, Permanent

Work Location: In person at Birchwood, Warrington WA3 7BH

Pay: £32,000\.00\-£38,000\.00 per year

Benefits:

• Canteen


• Company pension


• Free parking


• On\-site parking

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