We are seeking a highly organised and proactive Enquiry Handler / Customer Service Specialist to manage inbound enquiries and provide outstanding support across a group of dynamic businesses. The role involves handling a high volume of calls, emails, live chats and WhatsApp messages, ensuring a professional and responsive service at all times. You will play a key role in supporting our customers, managing orders (including international shipping queries), preparing quotes and proposals, maintaining stock levels, scheduling staff rotas and liaising with internal teams such as development, design and marketing to resolve issues efficiently.
This is a varied and fast-paced role that requires excellent communication and organisation skills, attention to detail and the ability to multitask across multiple businesses.
Key Responsibilities
* Handle all incoming enquiries via phone, email, WhatsApp and live chat across multiple businesses.
* Manage multiple mailboxes efficiently, ensuring timely responses to customer queries.
* Process orders, track shipping (including international deliveries) and resolve order-related issues.
* Provide product and service information, guiding customers to the right solutions.
* Manage appointments and bookings, ensuring accuracy and efficiency.
* Liaise with development, design, marketing and other internal teams to escalate issues, provide feedback and ensure resolution.
* Prepare and send quotes and proposals where required.
* Monitor, manage and maintain stock levels, including reordering products when low.
* Manage and update staff rotas to ensure adequate cover and smooth operations.
* Maintain accurate records of all customer interactions and outcomes.
* Identify recurring issues, suggest and rollout process improvements.
* Deliver excellent customer service while balancing speed, accuracy and professionalism.
* Support sales activity by following up on leads and enquiries in a timely manner.
Key Skills & Attributes
* Strong communication skills (both verbal and written).
* Confident and assertive.
* Excellent problem solving ability and initiative.
* Highly organised, able to juggle multiple tasks across different businesses.
* Proactive, with the ability to work independently and as part of a team.
* Strong listening skills and the ability to guide conversations professionally.
* Highly IT literate with experience using email platforms, live chat software, messaging apps and social media.
* Resilient and calm under pressure.
* Strong attention to detail and accuracy.
Experience & Qualifications
* Previous experience in customer service, call handling or sales support roles.
* Experience handling multi-channel communications (phone, email, chat, WhatsApp, Social Media).
* Evidence of strong organisational skills will be required at interview stage.
* Familiarity with order management, quotes, proposals and stock control preferred.
* International shipping knowledge desirable but not essential.
* Stock management or inventory control experience desirable.
* Experience in rota management or staff scheduling advantageous.
KPIs / Targets
* Response Times: All enquiries acknowledged within set response hours.
* Customer Satisfaction: Positive feedback maintained at a very high level via surveys/feedback tools.
* Order Accuracy: Orders processed correctly first time.
* Stock Levels: Ensure stock-outs do not happen.
* Rota Management: Ensure staff coverage meets demand with minimal shortfalls.
* Quote Turnaround: Quotes and proposals sent within a set timeframe.
What We Offer
* Competitive salary.
* Office-based role at Seabank Road, Wallasey.
* Opportunity to work across a portfolio of growing businesses.
* Varied and dynamic role with career development opportunities.
* Supportive team environment.
* Team social events
* Private medical care
Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Free parking
* On-site parking
* Private medical insurance
Work Location: In person