Customer Service Senior Advisor - Maternity Cover

Working as part of the Customer Service team, you will be responsible for supporting the team in receiving, logging and responding to all retailer distribution claims and general queries and issues.

Key Activities include;

• Support the team in their areas of responsibility with logging retailer Distribution Claims and retailer queries and issues.
• Ensure all retailer claims, queries and issues are dealt with efficiently and effectively.
• Communicate clearly to retailers, show empathy and work to build a trusting relationship.
• Ensure the Consumer Queries via letters, emails and phone are kept up to date and within the process
• Field and escalate issues to the required level and the CST manager when required.
• To work consistently and reliably to meet Retailer expectations and help to resolve any problems the Retailer or the team may have in a prompt and efficient manner.
• Field Retailer Distribution claims and log full details
• Field retailer queries, issues and log full details.
• To monitor claims, issues, queries and their resolution, ensuring the Musgrave GB service standards are met.
• Resolve queries where possible or if necessary, escalate issues to appropriate departments.
• Monitor escalated queries to ensure they are closed out within agreed service levels.
• Monitor rejected claims to ensure they are communicated to retailers.
• Ensure that the claims policy is adhered to.
• Escalate issues to the Customer Service Team Manager, if appropriate action is not taken.
• In the absence of management ensure appropriate team deployment.

Understanding of Microsoft applications: Outlook, Word, Excel and PowerPoint.

Operating at all levels within a customer facing organisation.

Able to live and demonstrate the Tesco/BRP values.

Ability to plan, prioritise and approach each issue in a structured manner.

Excellent communication skills with the ability to remain calm in stressful situations.

Results-oriented, able to take ownership of problems through resolution

Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country. We operate over 190 cash and carry branches, 8 distribution centres, 5 Best Food Logistics sites, as well as 6 support centre locations across the UK.

Diversity, Equity and Inclusion (DE&I) at Booker means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome.

We know life looks a little different for each of us. That’s why at Booker and Best, we always welcome conversations about flexible working. Some people are at the start of their careers; some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we may be able to support you.

We’re proud that Booker is a Disability Confident Committed Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support you can expect, please contact recruitment@bookergroup.com

Please note

We can only accept candidates over the age of 18 if the role requires working before 6:15 am or after 9:45 pm or involves working in areas such as the warehouse, beers, wines & spirits, and driving roles.

On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview.

*Booker Group is part of Tesco plc, however, is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*

For more information about us please visit www.bookergroupjobs.co.uk