Job Title: Customer Care Specialist
Salary: £27,562.50
Location: Bedwas, Caerphilly
Shift Patterns: Full time, Monday – Friday
Job ID: CFG-024
About Us
CheckFire Group is a family run business established in 1975 and one of the UK's leading fire safety suppliers. With Group turnover exceeding £60 million, we deliver life-saving products and services to customers across the UK. We are growing, investing, and raising the bar in how we use data and insight to drive decisions. Our people sit at the centre of everything we do, and we work as one team with a clear focus on quality, accountability, and progress.
The Role
As a Customer Care Specialist, you'll be the heartbeat of our order operations. This is a fast-paced, dynamic role where no two days are the same. You'll handle inbound customer enquiries, process orders, track deliveries, and resolve issues quickly and efficiently. Every call, email, and interaction you manage ensures our customers get the fire safety products they need, on time, every time.
You'll thrive in a busy environment, keeping multiple tasks moving while maintaining accuracy and delivering an outstanding customer experience. This role is perfect for someone who enjoys being at the centre of operations, solving problems, and keeping things running smoothly under pressure.
What You'll Do
* Be the first point of contact for customers by phone and email, providing prompt and professional support
* Accurately process sales orders and enquiries in the ERP system
* Track deliveries, liaising with courier partners to resolve issues quickly
* Raise and manage courier claims to protect business interests
* Handle queries and complaints calmly, ensuring fair and positive outcomes
* Support new customer onboarding and initial orders
* Maintain up-to-date and accurate information in CRM and ERP systems
* Work closely with Warehouse, Purchasing, and Accounts teams to ensure order accuracy
* Identify opportunities to upsell relevant products during inbound enquiries
* Thrive in a high-volume, fast-paced environment while keeping attention to detail
What We're Looking For
* Previous experience in customer care or sales support
* Confident, professional telephone manner with excellent communication skills
* Calm under pressure with the ability to manage multiple tasks efficiently
* Strong attention to detail and organisational skills
* Comfortable using Excel, Outlook, ERP, and CRM systems
* Proactive problem solver with confidence liaising with couriers and delivery partners
* Team player with a collaborative approach
* Experience with transport, delivery partners, or courier claims is advantageous but not essential
Ideal profile:
* Experience in customer care, sales support, or order management
* Confident communicator with strong phone and email skills
* Thrives in a fast-paced, high-volume environment
* Detail-oriented and organised
* Comfortable with ERP, CRM, Excel, and Outlook
* Proactive problem-solver and team player
* Calm under pressure and able to multitask efficiently
* Customer-focused with a positive, professional attitude
Benefits You'll Enjoy
* Generous Holiday Allowance – 25 days annual leave plus up to 4 extra days for the Christmas shutdown, plus UK bank holidays
* Company Profit Share Scheme – Share in the success you help deliver
* Employee Assistance Programme – Confidential wellbeing and support services
* Pension Scheme – Supporting your long-term future
* Free Fruit – Healthy snacks available in the office
Why You'll Love Working at CheckFire
* Competitive pay package with profit share opportunity
* Opportunity to progress into senior customer care or operations roles through structured training and mentoring
* Be part of a fast-paced, high-impact team delivering products that protect lives
* Collaborative, supportive environment with strong team culture
* Modern purpose-built office and warehouse, with free on-site parking
* Structured career development and growth opportunities
* Work in a role where every day you make a difference for our customers
Ready to Apply?
If you're energetic, detail-focused, and thrive in a fast-paced, customer-facing environment, we want to hear from you.
Click Apply Now and submit your CV to join a company that values people, teamwork, and exceptional service.
Job Types: Full-time, Permanent
Pay: £27,562.50 per year
Benefits:
* Company pension
* Free parking
* Health & wellbeing programme
* On-site parking
Work Location: In person