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Date: 28 Jul 2025
Location: Hertz, GB, CM23 3HG
Company: Britvic
About The Role
We design, manufacture, supply, and maintain our own industry-leading range of energy-efficient water dispensers.
From smart touch taps to bottling systems, to our unique centralised distribution system that filters water at source, our products are among the most economical and technologically advanced water dispensers in the world.
Aqua Libra's robust high-capacity water dispensers are designed for organisations that care about a healthy workforce, community hydration, and a clean environment.
The role of the Customer Service & Planning team is to ensure our customers receive the best possible experience whenever they contact us.
You'll need to be able to create customer accounts, log customer requests, manage contracts, order equipment, understand invoice and purchase order processes, administrate customer files and handle customer complaints.
You'll also be good at planning the service and call out activity of a team of field-based engineers and contractors (where appropriate) ensuring optimisation of resource within a given geographical area.
Key Responsibilities
* Deliver best in class levels of customer service.
* Log services and repair call outs for our customer base.
* Work towards customer contract expectations and SLAs.
* Order equipment and make sure it gets to where it needs to be for our Engineering team.
* Record, handle and escalate customer complaints.
* Plan the service and call out schedule for our Engineers.
* Understand and follow our invoice and purchase order processes
* To liaise with our sales teams to ensure appropriate communication on progress for equipment placement requests.
* Keep the administration of our customer files and accounts in good order.
* Optimise productivity by managing the workload exceptions in the most effective way.
* Work in partnership with stakeholders, specifically our leadership team, to ensure accurate.
* measurement of field effectiveness.
* Customer calling to be an integral part of role in order to minimise cancelled jobs.
* Champion new processes & systems and constantly seek continuous improvement.
Knowledge, Skills & Experience Required
* Excellent communication skills
* Organisation and Time Management skills
* Experience of working business to business
* Ability to work under pressure & use own initiative when problem solving
* Confident and resilient to deal with challenges from customers and internal stakeholders
Key Behaviours
* Understands and demonstrates the importance of delivering great customer service
* Takes ownership of actions and is open to feedback in order to improve performance
* Ability to communicate effectively with all levels of stakeholders
* Have a willingness to learn and to coach others
* Takes ownership of personal development
* Professional attitude at all times
* Flexibility and adaptability to changing working environment when required
Qualifications
* Educated to GCSE level preferred
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