The Customer Service Advisor is responsible for delivering outstanding service to both external (B2B and B2C) and internal customers by managing all inbound inquiries and driving timely resolutions. The role also emphasizes achieving departmental Key Performance Indicators (KPIs).
As part of delivering exceptional service, you’ll occasionally offer wine and spirits advice to support customers in making informed purchasing decisions from Berry Bros. & Rudd's product range.
Working independently and collaboratively, you'll handle external calls, emails, live chats, and general communications, as well as respond to service-related queries from various teams across the business.
Who will you work with
* Internal: Fine Wine & Spirits Account Managers UK & ASIA, Fine Wine & Spirits Admin Support team, Business Support (Cellar plan, Payments, Service Desk), Operations (Despatch, Shipping & Compliance & Warehouse), BB&R Shops (Basingstoke and London), BBX team, Events & Education, Marketing, Buying, Brands, Finance
* External: Customers (Private Clients and Trade Customers), third-party carriers
What we’d like you to do
* Respond to incoming calls/emails/Live chats from Private Client and Trade customers, exceeding expectations based on service level agreements
* Provide accurate and timely advice via Live chats and respond to customer inquiries
* Take customer orders, provide product advice using your knowledge and WSET training, and process payments
* Respond to social media posts from Facebook & X (Twitter)
* Own, escalate, and resolve customer complaints, ensuring proper follow-up
* Work with internal teams to resolve customer queries, such as locating stock or processing replacement orders
* Coordinate with third-party carriers and warehouse teams to resolve delivery and order queries
* Log all relevant customer interactions accurately within company systems, maintaining the Berry Bros. & Rudd tone and style
* Handle general customer queries and provide advice on services like BBX, Cellar Plan, CPR
* Manage payment-related queries, including credits and copy invoices/statements
* Support other internal teams with administrative, service, and sales tasks
* Share updates within the Customer Services team to ensure high-quality service
* Follow all processes to ensure compliance and consistency
* Adhere to Health and Safety legislation
What you’ll bring to the role
Education & Professional Qualification
* WSET Level 2 + Award in Wines or Spirits (desirable)
* NVQ or equivalent in Customer Service (desirable)
Your skills, knowledge, and qualities
* Experience in B2C Customer Service, preferably in luxury goods
* Experience in the Wine & Spirits industry
* Excellent communication and professional telephone manner
* Proven ability to exceed customer expectations
* Strong listening and interpersonal skills with an empathetic, solution-focused approach
* Ability to multitask and perform under pressure
* Problem-solving skills and a desire to resolve customer issues
* Strong organizational and administrative skills
* Proficiency in Microsoft Office; familiarity with AI tools like Copilot is a plus
* Confidence working independently and collaboratively
We offer a wide range of benefits, including starting with 24 days' holiday plus additional days, private medical cover & health plan, life insurance, pension, Employee Assistance Programme, employee discounts up to 40%, and more.
Closing Date: 21st August 2025
Note: We reserve the right to close the vacancy early.
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