About the 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, we 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.
We believe there are four key reasons why you should work for us:
We’re a trusted brand: there is a reason why we’ve been in business for over 100 years and show no signs of slowing down.
We’ll welcome you: work plays a significant part in all of our lives, so we’ve built a happy and inviting environment, full of friendly colleagues who are proud to work together.
We’ll invest in you: our people are at the heart of everything we do. Which is why we’re passionate about helping you reach your full potential. We build success together.
We’ll value you: we love to recognise great work, so our benefits package has been designed to say “thank you” in more ways than one.
Benefits
As our Customer Support Executive your benefits will include:
* Full-time hours with some flexibility on start and finish time
* 25 days holiday with the ability to purchase additional leave.
* Day off for your birthday
* Pension scheme
* Medical cash plan providing cash back on everyday medical costs
* Employee Assistance Programme (EAP)
* Private health scheme *
* Staff discount on Draper products with significant savings available
* Employee discount scheme - discounts on gym memberships, groceries, holidays and more
* Long service bonus and awards*
* Ad-hoc rewards and recognition
* Cycle to Work Scheme
* Free onsite parking
Please note this role will be based full time at our Head Office in Chandlers Ford.
*After qualifying period
Job Opportunity
Working as our Customer Support Executive your role will include:
* Act as the first point of contact for incoming customer queries via phone, email, and live chat.
* Assist customers and businesses with product returns, ensuring compliance with company return policies.
* Troubleshoot and provide technical support for basic product-related issues, escalating complex cases as needed.
* Investigate and resolve issues related to missing, delayed, partially delivered, or damaged parcels by coordinating with third-party courier services.
* Process and manage claims for lost, damaged, or partially received items, ensuring all supporting documentation is collected and submitted.
* Maintain accurate records of all customer interactions and resolutions in the Zendesk system.
* Liaise with warehouse and logistics teams to confirm product dispatch, stock availability, and delivery timelines.
* Provide regular status updates to Credit Control so they can action any outcomes via monetary credits.
* Follow up on open customer service tickets and ensure timely resolution.
* Identify trends in customer feedback and escalate recurring issues to the appropriate teams.
* Maintain a professional, empathetic, and solution-oriented approach in all communications abiding by our core KPI’s, SLA’s and ensuring the customer is at the heart of every interaction/decision.
* Pick up of other Customer Service ad-hoc duties to support the team and business, working in unison and displaying the right behaviours to allow Draper Tools to serve their customers with excellency whilst protecting the business and mitigating risk.
Essential Skills
* Excellent communication skills, both verbal and written.
* Friendly team player.
* Strong problem-solving abilities and attention to detail.
* Ability to multi-task and manage time effectively in a fast-paced environment.
* Experience handling logistics and courier-related issues is highly desirable.
* Proficient in using customer support tools and systems such as Zendesk.
* Strong interpersonal skills with a customer-first mindset.
* Ability to handle difficult or upset customers calmly and professionally.