Business Support Agent – Victoria and Albert Baths • Essex, England, UK
Join our Customer Service team as a full‑time Business Support Agent on the Rainham manufacturing site. You will support business customers across the House of Rohl and Aqualisa brands, delivering exceptional service on our premium products.
Key Responsibilities
* Provide a high standard of service to business customers as part of the customer‑service team.
* Respond promptly to enquiries regarding 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.
* 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.
* 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.
* 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
* 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.
* 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.
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
Hiring Process
* Initial discussion with the Resourcing Team.
* On‑site interview process (12 stages depending on role).
* Successful candidates will be notified and start dates confirmed.
If you have not heard from us within four weeks, please consider your application unsuccessful.
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