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We are hiring a Customer Service Representative

A little bit about us

RotoSpa is a family business we started in 2003 when a friend in need of hydrotherapy following a hip replacement found no suitable British-made hot tubs, so we decided to develop and build our own! We are now a multi-award-winning business based in Sutton Coldfield and the only UK manufacturer of hot tubs.

RotoSpa has made a splash in thousands of homes across the UK and is the industry-leading hot tub chosen by hire agents, retailers, a network of dealers, holiday let owners and more than 300 UK holiday parks. Today we use the same care and focus on our customers’ specific needs as the first hot tub we built nearly two decades ago.

Our values put people at the heart of all we do: Unrivalled Customer Service, Inspired to Innovate, Always Respectful, Fully Accountable, Personal Well-being and Delivering Delight.

Join us

If you are a good team player who loves working in a fast-paced environment where no two days are the same, you could thrive at RotoSpa. We are looking for a permanent, full-time Customer Service Representative who shares our passion, energy and enthusiasm for creating unbeatable customer experiences. You’ll relish the chance to make a difference in every customer journey and promote sales of our products and services.

This customer-facing role involves handling customers’ enquiries through to resolution, building strong customer relationships and maximising sales opportunities.

Responsibilities and duties will include:

• Provide excellent customer service with a friendly and personalised approach.
• Deliver and promote aftersales services.
• Answer incoming calls and respond to messages promptly.
• Build new customers and promote loyalty.

• Sell products and identify opportunities to increase revenue.
• Quote, take orders and sell products to meet customers’ needs and company targets.
• Advise customers on the features and benefits of our product range. Full training is given.
• Promote attendance at events and training days.

• Resolve issues that customers might experience including technical advice,
using the training and tools provided.
• Handle warranty claims and identify recurring issues to improve products and processes.

• Support and communicate efficiently with colleagues.
• Be dependable and work well with others or independently.

• Handle incoming calls politely and efficiently.
• Present a professional image and be respectful at all times.
• Manage time to meet deadlines or performance goals.
• Follow company processes.
• Respect business confidentiality and customer data under GDPR.

• Use KPIs (reports) to drive continued improvement
• Encourage and maintain ‘Best practice’ always striving to find ways to improve service.

Ideal candidates’ character, skills, experience and qualifications:

• Confident in a customer service role with previous experience.
• Experience making calls resulting in sales preferable.
• Good communication, interpersonal and call management skills.
• Team player with the ability to learn new processes quickly and efficiently.
• Happy working in a fluid environment where priorities can change.
• Able to manage time effectively, prioritise tasks and work to deadlines.
• Proficient in using Microsoft Office, including Word and Excel
• Able to review data or process information to identify areas of improvement.
• Proactive with problem-solving skills.
• Confident to make decisions or take initiative and learn from mistakes along the way.
• Appreciate there can be a need to balance customer satisfaction and profitability.
• Experience using Sage, Hubspot or CRM platforms is an advantage but not essential.
• Level 2 Qualifications or above preferred: GCSE grades A-C/4-9 or equivalent awards, diplomas or NVQs.

In addition to a competitive salary and an exciting working environment, other benefits include:

• Opportunity to earn commission on sales
• Company pension
• 28 days annual leave (including bank holidays) increases with the length of service
• Free on-site parking
• Free on-site refreshments
• Company-branded workwear supplied
• Company events

Salary: £25,000 – £27,000 per year

Full-time, Permanent
37.5 hours per week
Monday to Friday
Office in Boldmere, Sutton Coldfield.

This is an excellent opportunity for someone who wants to be part of a successful and vibrant independent company.

If you are interested in the above role, please apply by sending your CV:
Contact: Karl Rowntree – [email protected]
Quote Reference: RS/CSR2023-04
Closing Date: 12th May 2023

Unfortunately, due to the volume of CVs, we receive we are unable to reply to unsuccessful candidates at this stage.

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