PTS Customer Service Advisor

PTS Customer Service Advisor

Job Description


Come and join us as a Customer Service Advisor and help us to exceed customer expectations and share our success in a committed and friendly environment

The role:

As a Customer Service Advisor, you’ll be committed to delivering an outstanding level of service. The Customer Service Advisor will be able to communicate at all levels and provide a first class service to our customers. You’ll naturally promote and embrace our inclusive team environment and we’re sure you’ll have some fun along the way!

Key Responsibilities:

  • Dealing with all aspects of customer contact into the business,in a quick and timely manner
  • Sourcing parts, processing orders, chasing orders and dealing with queries
  • Maintain excellent relationships with customers
  • Provide a first class after sales service to support our website and contract customers
  • Coordinating deliveries, organising collections with carriers and reacting to failed deliveries
  • Issuing refunds, and general admin duties.
  • Provide feedback from customers to the line Manager on competitor activity
  • Any projects on an ad hoc basis as requested by the Customer Service SupervisorNo two days will be the same, and our colleagues genuinely love to help our Customers with their enquiries

No two days will be the same, and our colleagues genuinely love to help our Customers with their enquiries


You’ll be self motivated and a real team player, ideally with some experience in a busy contact centre and have the ability to demonstrate strong communication skills. You’ll thrive in a team environment, supporting the wider team while setting and maintaining high standards of work. You’ll have excellent organisational skills, the ability to work on your own and you’ll love providing the best customer service. Basic excel skill is desirable, (although enthusiasm and a can-do attitude is just as important!) further training will be given if needed.

Required skills and competencies:

  • Ideally some experience working in a call centre or customer service environment – specifically taking inbound calls and dealing with inbound and outbound emails.
  • Proficient in basic IT in order to learn our computer systems and processes.
  • Able to deal with customers, external suppliers and carriers in a professional and friendly way
  • Have a positive, can do attitude, and enjoy working as part of a team
  • Be able to have difficult conversations and demonstrate excellent complaint handling skills

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs if they feel they don’t have every one of the required skills. All Highbourne Group companies are dedicated to building a diverse, inclusive and authentic workplace. So if you’re interested in this role but think that your previous experience doesn’t completely match – apply anyway. You could be just the person we’re looking for!


From boilers to bathroom suites, tubing to towel rails and everything in between, we have all the products our customers need to complete the job. And we have all you need to build a successful career!

With a network of more than 90 branches, PTS is ideally placed to meet the needs of customers, wherever they may be, and we offer a fast and efficient delivery service. PTS is also the sole supplier of key products and services to British Gas

We’re proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we’re super excited about our future. We put our colleagues at the heart of all we do, giving them all the tools they need to be successful, happy and feel rewarded in their career with us.

Benefits Package and Cultural Environment:

  • Bonus
  • Discounts, savings and cash back at numerous retailers
  • Life assurance
  • Extended family policy including maternity, paternity, additional annual leave and more
  • Mental Health First Aiders and Employee Assistance Programme, we look out for each other
  • Complete induction and a company that lets you grow and encourages development
  • Financial education and loans
  • Flexible working options
  • A business striving to create an environment of inclusion so everyone can be their true self
  • And more!


We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it.

We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment.


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