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Customer Service Advisor

Join our Quality Customer Service Team, to Provide a First-Class Customer Service Experience. 


Location: Bournemouth, BH23 6NW

Reporting to: Network Manager

Position Type: Full-Time, Permeant

Working Hours: Monday - Friday, 40 per week



Key Partners   

  • Member Support
  • Operations 
  • Warehouse
  • Depots/Managers
  • Management Team 
  • Key Account Managers
  • Business Development Manager


Key Activities   

  • Customer Service Enquiries/Queries
  • Monitoring and Reporting
  • Customer Engagement


Core Value   

  • Provide a first-class Customer Service experience
  • Supporting people to work at their very best
  • Help create an engaged workforce
  • Finding solutions in a productive way
  • Providing expert advice and guidance
  • Delivering projects on time to improve KPI's


Key Customers      

  • All Employees
  • Members
  • Corporate Customers
  • Operations


Key Resources   

  • Nexus System 
  • Policies and Procedures 
  • Rule Book - Member Service Engagement 


Customer Relationships, Service and Delivery 

  • Timely and professional, and accurate responses
  • Deliver on promises
  • Regular communication and updates to all customers 


Company Values      

  • Honesty 
  • Transparency 
  • Mutually Beneficial Relationships 
  • Sustainability 
  • Commitment 
  • Innovation 


Strengths, Skills and Competencies     

  • Excellent customer facing skills 
  • Exceptional interpersonal skills 
  • Highly organised, strong and influential communicator 
  • Regular knowledge of UK logistics
  • Natural ability and desire to problem 


Key Deliverables and how you capture value    

  • Feedback from customers 
  • Reduction in customer related issues 
  • KPI outcomes



Role Specific Responsibilities 

  • Managing the daily SDM report of all AM/Timed and premium consignments with a possible extension to Economy Freight
  • Checking the held over report and carrying out corrective action 
  • Monitoring new/ghost scans
  • Processing the previous day 'failure' report
  • First point of contact for all incoming queries via phone call and E-mail 
  • Email address created to direct all first contact E-mails into which will be monitored by the Reactive Sector
  • Recording and inputting information into the service failure log
  • Generate bespoke customer KPI reports in line with Customer expectations for all Corporate Account
  • Daily, weekly, monthly, quarterly, and annual reports for Customers
  • Damage Report
  • Processing all Customer returns
  • Monitoring and actioning all RCR's
  • Customer manifesting

If you are interested in the role please can you send your CV and cover letter to Chris Churchill (Chris.churchill@sbtl.co.uk), Ian Hudson (Ian.hudson@sbtl.co.uk) and HR (HR@pallex.co.uk)

STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.