We are looking for a proactive and customer-focused Business Support Agent to join our Customer Service team, on a full-time basis at our Rainham manufacturing site.
In this role, you will support business customers across the House of Rohl and Aqualisa brands, helping deliver exceptional service on our premium products.
This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and can communicate confidently with business customers. You will play a vital role in ensuring accurate order processing, strong customer relationships, and seamless communication across the organisation.
Key Responsibilities
Customer Service & Support
* Provide a high standard of service to our business customers as part of the customer service team.
* Respond promptly to enquiries relating to order status, stock availability, pricing, product information, technical queries, claims, account issues, and order discrepancies.
* Escalate complex or unresolved issues to the appropriate teams when required.
* Manage customer and Sales team email inboxes proactively.
* Ensure customers are updated on the progress of their orders from receipt through to shipment.
Data, Systems & Documentation
* Maintain accurate and up-to-date customer records using CRM systems.
* Log complaints, quality concerns, and follow-up actions within CRM tools.
* Support the returns process for faulty products, ensuring all procedures are followed correctly.
Cross-Functional Collaboration
* Work closely with internal teams and sister companies to ensure processes and information are aligned.
* Assist with the coordination of cross-functional projects when required.
* Manage the active customer order book in partnership with the Sales team.
Operational Support
* Help ensure the smooth day-to-day running of the department by supporting wider team tasks.
* Carry out additional duties as required by the Senior Customer Service Manager.
What You Will Bring
Essential
* Strong attention to detail and a proactive approach.
* Excellent communication, relationship-building, and customer service skills.
* Ability to problem-solve, prioritise, and work effectively under pressure.
* A collaborative mindset and enjoyment of working as part of a team.
* Willingness to learn and develop new skills.
Desirable
* Knowledge of export processes and commercial invoicing.
* Proficiency in MS Office Suite.
* Experience using ERP systems such as EFACS or Sage.
* Familiarity with CRM platforms such as CXone or HubSpot.
Our Core Competencies
* Drives Results – Making things happen.
* Nimble Learning – Always remain curious.
* Collaborates – Use your network, sharing knowledge and skills.
* Plans and Aligns – Make it relevant, make it purposeful.
Our Purpose & Behaviours
At the heart of everything we do are our shared values and behaviours:
* We Think Big, Learn Fast
* We Work It Together
* We Make The Hard Call
Our Values
We commit to being a Home for all, empowering people to Make a Difference.
We are:
* Aligned – in our work together.
* Agile – in the face of change.
* Accountable – to our promises.
* Action – with integrity and transparency.
Why Join Us?
We reward not just the results but the positive impact you make along the way. With a pay-for-performance culture, we value curiosity, collaboration, and the drive to keep improving.
The Benefits
* 33 days holiday (inclusive of Bank Holidays)
* Annual Incentive Plan
* Employee Assistance Programme
* Life Assurance & Pension Plan
* Health & Wellbeing Programme (including health cash plan)
* High Street Reward Scheme & Refer a Friend Programme
* Free Parking & Eye Care support
* Flexible working model
* Employee Recognition Programme
Our Hiring Process
1. Initial discussion with our Resourcing Team.
2. On-site interview process (1–2 stages depending on role).
3. Successful candidates will be notified, and start dates confirmed.
Due to the number of applications, we receive. If you haven’t heard from us within 4 weeks, please consider your application unsuccessful.
Note for Recruitment Agencies: We manage our vacancies internally, preferring direct hires and referrals. When needed, we engage agencies from our Preferred Supplier List (PSL). Speculative CVs from agencies not on our PSL will not be considered, and no introduction fee will apply.