Vacancy Title: Customer Service Representative
Vacancy Location: Birkenhead, Wirral
Engagement Type: Full Time, Permanent
Your New Role
Are you ready for a fresh start in 2026 with a role that challenges you to think differently? This is not your typical call centre job - we don’t use scripts, and we’re looking for someone who can connect the dots, think outside the box, and solve complex problems for our customers.
If you have a customer service experience, a sales-oriented mindset, and a passion for creating exceptional customer journeys, this could be your next big move.
In this role, you’ll be part of our Birkenhead-based Customer Service team, supporting our Marine customers before, during, and after purchase. You’ll handle inbound and outbound interactions with autonomy, turning inquiries into solutions and orders while delivering a service experience that is as unique as the customer’s needs.
What You Can Expect from the Role
Key Responsibilities and accountabilities:
1. Providing advanced product and service information and responding to complex customer questions about those products and services
2. Recording and processing quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required
3. Making calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acting as a first point of contact for resolving customer queries / complaints
4. Responding to and resolving complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
5. Scheduling follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities
6. Interviewing (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner
7. Providing exceptional service to customers to encourage continued use of Survitec’s products and services
8. Developing knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure
You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced, challenging and incredibly rewarding. This is not just another job; this is your career
The Experience, Qualifications and Skills You Will Have
Essential Criteria
9. Fluent in spoken and written English
10. Strong background in customer service and sales, including post-sale support.
11. Skilled at identifying challenges and implementing effective, creative solutions.
12. Proactive in addressing customer needs, ensuring high levels of satisfaction.
13. Able to think outside the box and maintain composure under pressure.
14. Experience in the marine industry is advantageous.
15. Familiarity with IFS and Salesforce is a plus.
Why You Should Work for Us
16. 33 days holiday (including bank holidays) + an extra day for your birthday
17. Company Anniversary Holiday Benefit
18. Enhanced maternity & paternity packages
19. Cycle to Work and Car Salary Sacrifice schemes
20. Life Assurance and company pension plan
21. Opportunities for training and professional development
22. Employee Assistance Programme to support your well-being
23. Workplace Reward & Recognition schemes
Your Company
Survitec is a global leader in Survival Technology, trusted to protect lives for over 168 years. Operating in more than 2,000 ports across 96 countries, we are the world’s largest manufacturer and supplier of liferafts, Marine Evacuation Systems (MES) and offshore rental PPE.
Our 2,000 global colleagues are driven by our purpose - “We Exist to Protect Lives” - designing and delivering innovative survival, fire and safety solutions that perform when lives depend on them.