Customer Service Representative

At Berwick Care, we supply handpicked products to care homes across the UK. What makes us different is our people. Our customers know us by name, trust us to get it right, and know we'll be there when they need us most. That's what By Your Side means to us. 

To be the first point of contact for Berwick Care's customers, delivering an outstanding customer experience by taking ownership of every enquiry from start to finish. The postholder will ensure smooth communication, accurate and efficient order processing, and proactive problem-solving, supporting both customers and the wider team. This is a hands-on, fast-paced, full-time role for someone who takes real accountability for outcomes, manages their own workload and priorities effectively, and is motivated to go above and beyond to uphold the high standards of the business.

• Act as the first point of contact for customers, responding to enquiries via phone, email and live chat in a friendly, professional and timely manner.
• Take ownership of customer queries from start to finish, keeping customers informed and ensuring every issue is followed through to a satisfactory resolution.
• Escalate complex issues to the relevant departments where required, and follow up to ensure the customer receives a resolution.
• Maintain accurate, up-to-date customer records and interaction notes on the CRM system.

• Process customer orders accurately and efficiently, ensuring details, pricing and delivery information are correct.
• Manage and follow up on back orders, proactively updating customers on progress and expected delivery dates.
• Liaise with internal teams (e.g. warehouse, purchasing and finance) to ensure orders are fulfilled smoothly.

• Prepare and issue accurate customer quotes, following up to help convert quotes into orders.
• Conduct price comparisons and support the business with tender processes, including gathering information and preparing documentation.

• Resolve customer complaints and returns professionally and fairly, in line with company procedures.
• Identify the root cause of recurring issues and share feedback with the relevant teams to prevent reoccurrence.

• Meet or exceed individual and team performance targets (KPIs), including response times, call handling and Net Promoter Score (NPS).
• Manage own workload and prioritise effectively in a fast-paced, changing environment.
• Proactively identify and suggest improvements to processes, systems and the overall customer experience.
• Support colleagues and the wider team, providing cover as required to ensure service levels are maintained.
• Comply with all company policies and procedures, including data protection (UK GDPR) and health and safety requirements.

• Strong verbal and written communication skills.
• Excellent customer service skills with a professional approach.
• IT literate, with experience of using CRM systems.
• Strong organisation and time management skills.
• Ability to remain calm under pressure.
• Problem-solving and multitasking ability.
• Team player with a positive attitude.
• Willingness to learn and continuously develop, including completing training on company products, systems and processes.

• Ownership & Accountability – takes responsibility and follows through.
• Drive & Work Ethic – willing to go above and beyond when needed.
• Resilience – able to manage pressure and handle challenging situations.
• Adaptability – comfortable in a fast-paced, changing environment.
• Customer-Focused Approach – always prioritises the customer experience.
• Passion & Energy – brings a positive, can-do attitude.
• Proactive Mindset – looks for improvements and solutions.