Customer Service Advisor - Berry Bros. & Rudd : Job Details

Job Title: Customer Service Advisor

Reporting To: Customer Service Team Leader

Direct Reports: N/A

The job role & purpose

The Customer Service Advisor is responsible for consistently delivering outstanding service to both external (B2B and B2C) and internal customers by taking full ownership of all inbound enquiries and proactively driving timely and efficient resolutions. The role also requires a strong focus on achieving departmental Key Performance Indicators (KPIs).

As part of delivering exceptional service, you’ll occasionally offer wine and spirits advice to support customers in making informed purchasing decisions from Berry Bros. & Rudd's product range.

As part of the Customer Service team, you’ll work both independently and collaboratively across a variety of sales support functions. This includes handling external calls, emails, live chats, and general communications, as well as responding to service-related queries from teams across the business.

Who will you work with

Internal:

• Fine Wine & Spirits Account Managers UK & ASIA
• Fine Wine & Spirits Admin Support team
• Business Support – inc Cellar plan, Payments, Service Desk
• Operations – Despatch, Shipping & Compliance & Warehouse
• BB&R Shops – Basingstoke and London
• BBX team (Fine Wine Exchange)
• Events & Education
• Marketing
• Buying
• Brands
• Finance

External:

• Customers both Private Clients and Trade Customers
• Third party carriers

What we’d like you to do

• Respond to incoming calls/emails/Live chats from Private Client and Trade customers - meet and exceed their expectations every time, based on customer service level agreements
• Respond to customer Live chats and provide accurate and timely advice
• Take customer orders as required, respond to wine and spirits advice questions where possible—drawing on your product knowledge and WSET training—and process customers' payments.
• Respond to service-related social media posts from Facebook & X (Twitter)
• Take ownership, escalate and fully resolve customer complaints to a consistently high standard, ensuring the necessary follow-up is in place
• Work closely with other internal teams to gain information to assist in resolving customer queries, such as locating missing stock, identifying damaged stock and quantities to enable replacement orders to be processed
• Liaise with 3rd party carriers professionally and efficiently to resolve customer delivery queries to meet the customer needs such as ETA & POD requests
• Liaise with warehouse teams and resolve queries relating to both Duty Paid & In Bond orders
• Accurately capture and log all relevant information, including written communications with customers, within company systems, ensuring alignment with the Berry Bros. & Rudd tone and style.
• Handle general customer queries and provide accurate advice in line with Berry Bros. & Rudd service offerings – BBX, Cellar Plan, CPR etc
• Handle all types of payment queries including credits, copy invoices/statements etc
• Provide administrative, service and sales support for other internal teams
• Communicate effectively within the Customer Services team to ensure all relevant updates and information are shared promptly, supporting consistent and high-quality customer service delivery.
• Adhere to all processes and ways of working to ensure compliance and consistency of service to both internal and external customers
• Ensure that all working practices comply with Health and Safety legislation

What you’ll bring to the role

Education & Professional Qualification

• WSET Level 2 Award in Wines or Spirits is desirable, as this will support your ability to provide informed advice and support to customers.
• NVQ or equivalent in Customer Service is desirable

Your skills, knowledge and qualities

• Experience of working within a B2C Customer Service environment, ideally within the luxury goods industry
• Experience working within the Wine & Spirits industry
• Excellent communication skills and professional telephone manner
• A proven track record of exceeding customers’ expectations
• Strong listening and interpersonal skills with an empathetic and solution-oriented approach
• Ability to multitask and work under pressure in a busy environment
• A problem-solving approach allied to a desire to achieve the expected resolution to customers’ issues or problems
• Organised with strong administrative skills
• Computer literate with experience of all main Microsoft office packages – use of Copilot or other AI tools desirable
• Confident working independently, yet equally comfortable collaborating closely with others in the team

We support our colleagues with a wide range of benefits: you will start with 24 days' holiday, and 3 additional days over the Christmas period and 1 Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.

Closing Date: 21st August 2025

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.