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Customer Support Executive Role
We are seeking a proactive and customer-focused Customer Support Executive to join our dynamic contact centre team. You will be the first point of contact for both business customers and end-users, providing professional and efficient support for the end-to-end returns process, technical issues, delivery queries, and claims management.
Why work for us?
Draper Tools is a family business with a rich history, a strong, supportive ‘family culture’ and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, embrace new ideas, and take a collaborative and proactive approach to change. People enjoy working for us; one in six employees have worked for Draper for more than 25 years!
Plus, we are proud winners of Employer of the Year 2025 at the Solent 250 Awards.
Key Reasons to Join
* Trusted Brand: Over 100 years of successful business.
* Welcoming Environment: Friendly colleagues and a positive workplace culture.
* Investment in You: Support to help you reach your full potential.
* Valuing Employees: Recognition and benefits to appreciate your efforts.
Benefits
* Full-time hours with flexible start and finish times
* 25 days holiday plus options to purchase additional leave
* Day off for your birthday
* Medical cash plan
* Employee Assistance Programme (EAP)
* Staff discounts on Draper products
* Additional discounts on gym memberships, holidays, etc.
* Long service bonuses and awards
* Ad-hoc rewards and recognition
* Cycle to Work Scheme
* Free onsite parking
Please note: This role is based full-time at our Head Office in Chandlers Ford.
Role Responsibilities
* Handle incoming customer queries via phone, email, and live chat.
* Assist with product returns and ensure compliance with policies.
* Provide technical support and troubleshoot basic issues.
* Coordinate with courier services for delivery issues.
* Manage claims for lost, damaged, or incomplete deliveries.
* Keep accurate records of customer interactions in Zendesk.
* Collaborate with warehouse and logistics teams on dispatch and delivery.
* Update Credit Control on customer statuses for financial actions.
* Follow up on open tickets and ensure resolution.
* Identify and escalate recurring customer issues.
* Maintain professionalism, empathy, and a customer-first approach.
* Support team with ad-hoc customer service duties.
* Demonstrate excellent communication, problem-solving, and multitasking skills.
* Experience with logistics and Zendesk is desirable.
* Handle difficult customers professionally.
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