About this role
Customer Care Team Member
Customer Care Team | Cleckheaton, West Yorkshire
About Cutwel
Cutwel is one of the UK's largest independent engineering tooling distributors and a fast-growing business with an excellent reputation for customer service.
We're looking for enthusiastic, customer-focused individuals to join our Customer Care Team. Whether you're already experienced in customer service or looking to build a long-term career with a growing company, we provide the training, support, and development opportunities to help you succeed.
At Cutwel, we believe great customer service starts with great people. We invest heavily in training and development and pride ourselves on creating a supportive environment where our team members can grow and progress.
The Role
As a Customer Care Team Member, you will be the first point of contact for our customers, providing exceptional service and support across a wide range of enquiries.
This is a busy and fast-paced role, with a high volume of customer interactions across phone, email, and web enquiries. No two days are the same, making it an ideal opportunity for someone who enjoys variety, thrives under pressure, and takes pride in delivering excellent customer service.
Your day-to-day responsibilities will include:
• Answering incoming customer calls.
• Assisting customers with placing orders, checking deliveries, and resolving queries.
• Providing product guidance and helping customers find the most suitable solutions for their requirements.
• Managing customer enquiries received via email and our website.
• Processing emailed orders and handling customer requests efficiently and accurately.
• Resolving customer complaints and ensuring a positive outcome wherever possible.
• Identifying opportunities to recommend complementary products through cross-selling and upselling.
• Working closely with our Outbound Sales, Technical, and Distribution teams to deliver a seamless customer experience.
Training & Development
We are committed to helping our people succeed.
You'll receive a comprehensive six-week paid training programme, giving you the knowledge and confidence to support our customers effectively. Our training doesn't stop there. Ongoing coaching, product training, and development opportunities are provided throughout your career at Cutwel.
You'll always have the support of experienced colleagues and managers who are committed to helping you develop and progress.
Working Hours
• Monday to Friday.
• Based onsite at our office in Cleckheaton, West Yorkshire.
• Our Customer Care Team operates across a number of shift patterns to provide excellent customer support throughout the day.
• Successful candidates will be assigned to one of the following shifts:
• 8:00am to 4:30pm
• 8:30am to 5:00pm
• 9:00am to 5:30pm
• Shift allocation is based on business requirements and team coverage.
Skills & Experience Required
We're looking for someone who can demonstrate:
• Excellent verbal communication skills with a polite, professional, and confident telephone manner.
• Confidence handling inbound customer enquiries and outbound customer calls.
• Good IT skills, including experience using Microsoft Outlook and other Microsoft Office applications.
• Strong numeracy skills.
• Excellent organisational and prioritisation abilities.
• The ability to work effectively both independently and as part of a team.
• Strong time management skills and the ability to manage multiple tasks in a fast-paced environment.
• The ability to remain calm, organised, and professional when handling a high volume of customer enquiries.
• A willingness and ability to learn and retain knowledge across a large product range, with over 35,000 products available to our customers.
• A passion for delivering outstanding customer service.
Personal Qualities
The ideal candidate will be:
• Friendly, approachable, and professional.
• Positive, enthusiastic, and customer-focused.
• Reliable with excellent punctuality and attendance.
• Motivated with a strong work ethic.
• Eager to learn and develop new skills.
• Calm and organised when working under pressure.
• Detail-oriented and committed to accuracy.
• A supportive team player who enjoys helping others.
Salary & Benefits
Starting Salary
• Starting salary of £25,000 to £27,000 per year, depending on experience, with clear opportunities for pay progression as your knowledge, skills, and responsibilities develop.
Benefits
• 25 days annual leave plus bank holidays.
• Free onsite parking.
• Health benefit scheme.
• Income protection scheme.
• Company pension with a 5% employer contribution and matched employee contributions up to 7.5%.
• Access to the Mintago benefits platform, including salary sacrifice schemes for electric vehicles and childcare.
• Cycle to Work scheme.
• Free tea, coffee, and fresh fruit.
• Continuous training and professional development.
• Genuine opportunities for career progression within a growing business.
Why Join Cutwel?
At Cutwel, you'll be joining a growing company where customer service is at the heart of everything we do. You'll receive excellent training, ongoing support, and the opportunity to build a rewarding long-term career as part of a friendly and ambitious team.
Our Customer Care Team is a busy and energetic department, making it a great fit for individuals who enjoy staying productive, working collaboratively, and making a real difference to customers every day.
If you're motivated, enjoy helping customers, and want to develop your skills within a successful and expanding business, we'd love to hear from you. £25,000-£27,000 per annum