Hybrid – West Midlands (Tipton)
£26,500 per annum | Full-time | Monday–Friday
Commercial Recruitment is working with a well-established logistics business to recruit two experienced Customer Service Advisors to join a fast-paced, operationally critical team.
This is not a typical call-centre role. It’s busy, reactive, and requires people who can think on their feet, use common sense, and stay calm when things don’t go to plan.
The Role
You’ll be part of the team responsible for fixing issues when they arise and keeping customers informed. Day to day, you’ll be managing high volumes of emails and phone calls, liaising with customers, drivers, and internal operations teams to resolve delivery and collection issues.
Expect:
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Around 3,000 emails per week across the team
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Circa 300 calls per day
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Enquiries ranging from ETA updates and booking amendments to driver issues and operational delays
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Taking ownership of problems and seeing them through to resolution
When something goes wrong, you’re the team that puts it right.
Key Responsibilities
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Managing a shared customer service inbox
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Handling inbound and outbound calls professionally and efficiently
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Liaising with customers regarding collections, deliveries, delays, and changes
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Supporting drivers with day-to-day operational queries
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Working closely with Operations to resolve failed or delayed movements
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Accurately inputting and updating data on internal systems
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Investigating and responding to complaints
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Taking ownership of issues and ensuring timely outcomes
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General customer service administration and housekeeping
Working Pattern
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Monday to Friday
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Initial 2–3 weeks training on site in Tipton
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Hybrid working thereafter (WFH), unless business needs require site attendance
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Mandatory monthly meeting on site (first Friday of every month) – non-negotiable
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Shift options (post-training):
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8am–5pm
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8.30am–5.30pm
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9am–6pm
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9.30am–6.30pm
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10am–7pm
What We’re Looking For
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Previous experience in a busy customer service, logistics, transport, or operational environment
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Strong computer literacy and confidence using multiple systems
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Excellent communication skills — written and verbal
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Calm under pressure with the ability to prioritise
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Practical, logical, and resilient
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Someone who takes responsibility rather than passing problems on
If you need a script to follow for every call, this role won’t suit you.
If you enjoy problem-solving and staying in control when it’s busy — it will.
Salary
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£26,500 per annum
Interested?
Apply now via Commercial Recruitment.
Interviews will be arranged quickly for suitable candidates
Salary description
£26500.00 - £26500.00 per year