Customer Care / Admin Specialist, Crewe

Job Description and Qualifications

Customer Care / Admin Specialist, Crewe

Who we are
Air Products is a world-leading Industrial Gases company having both process gas applications and gasification technology that has been in operation for over 80 years. With 21,000 employees, we have multiple product lines, over 750 production facilities in over 50 countries, and serve over 30 different industries, creating broad opportunities for growth and development. Most importantly, we are growing!

We pride ourselves on being an innovative technology company that cultivates an environment of collaboration and inclusion. We need and seek out people who are dedicated and driven to create the future. People with passion and commitment to get it right and a never-ending desire to innovate, learn, improve, and contribute. Sounds like you?

If you’re a motivated person with a passion for providing excellent customer service, and you’re looking for an opportunity to learn, achieve and develop your career goals, we’d like to hear from you.

As part of our dynamic service centre where there’s never a dull moment, you’ll have an integral part to play in supporting customers within the Package Gas Sector of the Industrial Gas Industry. Your role will be to handle inbound interactions from customers with a vast range of queries ensuring first point resolution for every type of interaction and responding in a friendly, supportive and timely manner.
In return you’ll enjoy extensive training, the opportunity to build a wealth of transferable skills, and on-going coaching and support to enhance your development and open progression prospects.

What you’ll do

• Deliver excellent customer service to new and existing customers by efficiently and confidently managing inbound calls achieving customer satisfaction.

• Maintain, develop and apply knowledge of relevant products/ process area to respond to queries and request from customers within a defined timescale.
• Use all customer contacts as an opportunity to identify customer needs and voice of dissatisfaction. Take personal responsibility in these instances to ensure appropriate action is taken to resolve issues and improve working practise.
• Target retention of business through customer care and efficient service.
• Instigate and drive through process improvement initiatives to make us easiest to do business with.
• Provide support and assistance, especially to those within your team, as well as other teams while being accountable for your own performance.

• Timely and accurate administration work, including recording of full notes on all systems.
• Develop the skills and behaviours targeted in your Personal Development Plan to support improved performance going forward.

• Passion to deliver excellent customer service
• Maths & English GCSE (C+)
• Confident and professional telephone manner
• Friendly and able to communicate at all levels
• Excellent organisation skills
• Good working knowledge of basic computer programmes
• Proven ability to adaptable to change
• Team player

• Salary GBP 24,000 to 26,000 per annum
• Hybrid working; minimum 6 weeks of training in the office
• 26 days holiday plus UK Public Holidays
• Life Insurance
• Work Schedule: 37.5 hours
• Paid Sick Leave
• Pension contribution (Employer pension contributions up to 8%)
• Onsite Parking
• Employee Assistance Programme 24/7
• Full access to the Calm app
• Opportunity to grow professionally

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