Customer Service Advisor

Customer Service Advisor
Burton-On-Trent, DE14 3HD
Monday - Friday – 36 Hours per week
Starting Salary - £25,598 (rising annually & with development)

At Marley, we’re raising the roof in the UK roofing industry! Marley is at the forefront of pitched roof systems, leading the industry in sustainability and innovation. With over a century of know-how under our belt, we're the trusted partners for architects, contractors, and roofing professionals. We’ve now joined forces with Marshalls plc, the UK’s leading manufacturer of hard landscaping and building products – bringing two strong heritages together!

We have an exciting new opportunity for a Customer Service Advisor to join our passionate team at our Burton on Trent Site. This is a full-time, office-based role (five days per week).

So, whats the mission?
As a Customer Service Advisor at Marley, you'll be the main point of contact for a dedicated group of account holders within your assigned area, including merchants and contractors. Working closely with an Area Sales Advisor, you'll provide friendly, efficient support, helping customers with their enquiries and ensuring they receive a consistently high level of service. You'll build positive relationships with your customers, take ownership of their queries from start to finish, and work proactively to ensure their needs are met. This is a customer-focused role that suits someone who enjoys helping people, communicating with a wide range of customers, and delivering a great service experience.

• Building strong customer relationships and ensuring complete customer satisfaction
• Managing your customer caseload and working closely with our sales team to provide a seamless service
• Resolving customer queries by email and telephone quickly and efficiently, delivering a positive experience every time
• Proactively identifying solutions and anticipating customer needs
• Championing new ideas and driving continuous improvement in our service

You'll be a confident communicator who enjoys helping customers and finding practical solutions. You'll be organised, able to manage multiple priorities, and remain calm and professional in a busy office environment. Most importantly, you'll be committed to delivering an excellent customer experience and taking ownership of customer queries through to resolution.

This is an office-based role where you'll support customers by phone and email, so strong verbal and written communication skills are essential.

Mission-critical skills

• Proven experience in a customer service or customer support role is highly desirable.
• Excellent verbal and written communication skills, with a professional and confident telephone manner.
• Proven IT skills, including Microsoft Word, Excel and Outlook (experience using CRM systems would be great but not expected)
• Demonstratable experience of establishing and maintaining effective working relationships
• Strong organisational skills, with the ability to prioritise workloads accurately.
• A proactive approach to problem-solving, with the ability to take ownership of customer queries and see them through to resolution.

Benefits:

• 26 Holidays + bank holidays
• Free onsite parking
• Company Pension up to 15%
• Development opportunities
• Cycle-to-work scheme
• Employee Discount programme
• Refer a friend scheme
• Employee Assistance programme – Financial, Physical and Mental Wellbeing support
• Share Scheme
• Medi care Health Care Cash plan scheme

More about Marley and Marshalls
Our operations are organised into three distinct divisions: Marshalls Landscape Products, Marshalls Building Products, and Marley Roofing Products.

At Marley Roofing Products, we are recognised as leaders in the manufacturing and supply of pitched roofing systems. Our product range includes clay and concrete tiles, timber battens, roof-integrated solar solutions, and various roofing accessories. Although divisional, we work as one Marshalls team. To find out more about Marshalls visit our website: