Customer Service Representative

Job Description

Job Title: Customer Service Representative

Department: Distribution UK & Ireland

Location: Llanwern NP19

Salary : £24,745 - £26,745

Closing Date: 24th February 2023

We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference.

The Role

Do you have experience working in a customer service environment?

Being able to’ really’ listen to our customers’ needs and have the ability to communicate in the most effective way is key to this role.

If this sounds like you, we would love to hear from you.

The main purpose of the role is to achieve consistently high levels of recognised customer satisfaction, by acting as the key interface between our Customers; Commercial team; and Planning and Transport teams, in respect of all daily servicing requirements.

Main accountabilities of the role but not limited to :-

Live the TSUK values, ensuring full commercial compliance and demonstration of business ethics.

Continually demonstrate, through communication and action, that both mental and physical wellbeing is always our top priority.

Through high levels of proactive contact, inclusive of order-acknowledgement; latest order status; and delivery communication, act as the key day-to-day focal point for the Customer on all service matters.

Proactively identify service issues with and for the Customer, and if an alternative delivery plan cannot be agreed, follow the relevant escalation process.

Manage an effective working relationship with the Customer, providing them with the agreed service level; order support; issue resolution; and provision of required documentation.

Liaise with the Planning and Transport teams by exception, to ensure adherence to order due date commitments.

Act as the main contact for complaint handling and facilitate timely resolution of issues.

The Candidate

• It is essential that you have effective interpersonal and influencing skills, a passion for achieving world class customer service and be capable of managing change.
• It is essential that the job holder can demonstrated capability to establish and build effective relationships and customer intimacy.
• It is essential that the job holder is customer service driven and results focussed.
• It is essential that the job holder has a strong understanding of business processes

The Benefits

Tata Steel UK offers their employees significant benefits packages. For this role, you will benefit from:

• A market competitive salary
• 35 days holidays per annum
• Annual Pay Review
• Annual Bonus Scheme – subject to business performance
• Private Healthcare Scheme (Individual cover)
• One of the UK’s leading defined contribution pension schemes (10% employer contribution / 6% employee contribution)

We also have an extensive list of lifestyle benefits including free onsite parking at all of our sites, an employee assistance programme as well as discounts with local and national retailers and services.

Employee discount scheme for companies including Vodafone, Jaguar Land Rover and also various local services

The Business

Tata Steel is one of the world’s top 10 steel producers. The combined group has an annual aggregate crude steel capacity of more than 33 million tonnes with approximately 80,000 employees across four continents. We’re part of the Tata Group, one of the largest, most diverse conglomerates in the world with businesses in the UK including Tata Steel, Jaguar Land Rover and Tetley Tea.

Sustainability is at the very heart of what we do and we are dedicated to managing our operations responsibly and to continuously improving our performance. Innovating for tomorrow, making a positive impact today.

Tata Steel in the UK is committed to our ambition of reducing energy consumption and to becoming a carbon neutral steelmaker by 2045, to find out more about our journey click here https://youtu.be/qs-0RpEdP1M

To learn more about who we are and what we can offer our future employees, please click on the link to watch the following video: https://youtu.be/Nsh00zEmH7k

Job Segment: Customer Service Representative, Customer Service