Job Title:
Customer Service Advisor - Christmas FTC Temp
Reporting To:
Customer Service Team Leader
Direct Reports:
N/A
The job role & purpose
The Customer Service Advisor is responsible for consistently delivering outstanding customer service to both external (B2B & B2C) and internal customers. This role involves taking complete ownership of all inbound enquiries and proactively working towards timely and efficient resolutions. Additionally, you will also maintain a focus on the achieving departmental Key Performance Indicators (KPIs).
As part of the Customer Service team, you will collaborate with colleagues from sales, support, and operations teams to manage customer enquiries efficiently and effectively through both telephone and email. Additionally, you will address and resolve service-related requests from internal teams across the organisation.
Who will you work with
Internal: Fine Wine & Spirits Account Managers UK & ASIA
Fine Wine & Spirits Admin Support team
Business Support – including Cellar plan, Payments, Service Desk
Operations – Despatch, Shipping & Compliance & Warehouse
BB&R Shops – Basingstoke and London
BBX team (Fine Wine Exchange)
Events & Education
Marketing
Buying
Brands
Finance
External: Private Clients and Trade Customers
Third-party carriers
What we’d like you to do
1. Respond to incoming calls & emails from Private Client and Trade customers – consistently meeting and exceeding their expectations, based on customer service level agreements.
2. Take ownership, escalate and fully resolve customer complaints to a consistently high standard, ensuring the necessary follow up actions are in place.
3. Collaborate with internal teams to gather information to assist in resolving customer queries such as locating missing stock, identifying damaged stock and quantities and processing replacement orders.
4. Professionally and efficiently liaise with third-party carriers to resolve customer delivery queries, including ETA and POD requests.
5. Work with warehouse teams and resolve queries relating to both Duty Paid & In Bond orders.
6. Capture and log all relevant information including written communications with customers accurately within the company systems and in line with the Berry Bros. & Rudd standards.
7. Manage daily returns, establish reasons for returns and raise collection orders to enable stock to be booked back into Berry Bros. & Rudd.
8. Handle general customer queries and provide accurate advice in line with Berry Bros. & Rudd service offerings – BBX, Cellar Plan and CPR.
9. Process customer orders, respond to wine advice questions where possible and process payments.
10. Manage all types of payment queries including credits, copy invoices/statements etc
11. Provide administrative, service and sales support for other internal teams.
12. Communicate effectively within the Customer Services team to ensure everyone is kept up to date on all relevant information that may affect customer service levels.
13. Adhere to all processes and ways of working to ensure compliance and consistency of service to both internal and external customers.
14. Ensure that all working practices comply with Health and Safety legislation.
What you’ll bring to the role
Education & Professional Qualification
15. NVQ level or equivalent in Customer Service desirable
16. WSET Level 2 + desirable
Your skills, knowledge and qualities
17. Experience of working within a B2C and B2B Customer Service/Contact Centre environment, ideally within a luxury goods industry.
18. Excellent communication skills and professional telephone manner.
19. A proven track record of exceeding customer expectations.
20. Strong listening and interpersonal skills with an empathetic and solution-oriented approach.
21. Ability to multi-task and work under pressure in a busy environment.
22. A problem-solving approach allied to a desire to achieve the expected resolution to customers’ issues or problems.
23. Organised with strong administrative skills.
24. Computer literate with experience of all main Microsoft office packages – use of AI tools desirable.
25. Confident working on own initiative, but equally comfortable working with others in the team.
26. A flexible approach to working hours and performing other tasks as required
We support our colleagues with a wide range of benefits:you will start with 24 days' holiday, and 3 additional days over the Christmas period and 1 Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.
Closing Date: 21st August 2025
N.B. We reserve the right to close a vacancy before the