Mars UK • United Kingdom

Customer Service Specialist

Employment type:  Full time

1–2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

Customer Service Specialist

Castle Cary, Somerset


£24,000 - £26,000 + Bonus and benefits

Are you passionate about service and customer satisfaction?

Do you have a love for animals?

We have a fantastic opportunity to join our customer service team in Castle Cary in a Hybrid role.

The Customer Service team are responsible for ensuring the accurate processing & fulfilment of customer sales orders and the resolution of customer product and service enquiries to the customer’s satisfaction. The Customer Services team provide a vital link between the Supply Chain and Field Sales team, driving a collaborative culture between the two functions.

The Customer Service Specialist will provide an excellent Customer experience, thereby ensuring Customer Satisfaction and driving sales growth and retention.

What are we looking for?

  • A minimum of 2 years Customer Service contact centre experience, preferably within an FMCG environment

  • Excellent communication skills with the ability to communicate information and ideas articulately.

  • A team player who is able to work and build relationships across other teams and functions

  • Demonstrate excellent organizational and administrative skills

  • An excellent telephone manner and the ability to stay composed under pressure - preferred

  • A good knowledge of desk-based IT (Outlook, Excel, Order Management systems and demonstrate an ability to confidently pick up new systems) - preferred

What will be your key responsibilities?

  • Respond to all customer contacts in a professional and efficient manner, recording relevant information and following up with the appropriate actions as required.

  • Ensure administration of the order process is completed to a high standard to ensure sales orders & deliveries closed meeting all customer and company service standards

  • To deal with all Customer enquiries, claims & complaints through to the satisfaction of the customer or escalate to the Senior Customer Service Specialist / Customer Service Manager in line with company and quality complaint procedures

  • Ensure all activities are carried out within prescribed lead times ensuring KPI’s can be achieved; escalate all deviations and risks to the Senior Customer Service Specialist

  • Build a solid relationship with Field Sales Teams and work with them to deliver customer commitments

  • Utilise communication skills to build meaningful, trusting relationships that exceed customer demands.

  • Complete any relevant customer or channel specific activities as requested by the Senior Customer Service Specialist or Customer Service Manager

  • Ensure customer and order data is maintained in the relevant system in line with company and quality standards.

What can you expect from Mars?

  • Work with over 130,000 diverse and talented Associates, all guided by The Five Principles.

  • Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

  • Best-in-class learning and development support from day one, including access to our in-house Mars University.

  • An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks at 90% pay
Enhanced paternity leave – 26 weeks at 90% pay
24 days annual leave + bank holidays
“Pawternity” leave
Pregnancy loss leave
Bank holiday swaps

We asked employees of Mars UK how satisfied they were with flexible working, and this is what they told us

Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees feel like it is a really great environment to work in
Employees feel very excited about and aligned with the company mission
Employees feel that their salary is good and matches the value they bring
Working at Mars UK

Company employees

4,000 In the UK

Gender diversity (male:female)


Office locations

London, Slough, Waltham, Castle Cary, Birstall, Plymouth

Hiring Countries

United Kingdom
United States
Awards & Achievements

Flexa100 2024

1st – Large companies

Industry awards 2023

Consumer Goods

Flexa100 2023

3rd – Large companies

Industry awards 2022

Retail & Ecommerce