Customer Services Administrator

The Customer Services Administrator plays a key role within Steelite Utopia’s Customer Services team, supporting the delivery of a high standard of service to both internal and external customers. The role involves handling customer queries, processing sales orders, managing claims and returns, and liaising closely with internal departments to ensure customer requirements are met in line with company policies and contractual obligations.

Reporting to the Customer Services Team Leader, the successful candidate will work collaboratively within a busy, process-driven environment and contribute positively to team performance and continuous improvement.

Key Responsibilities

• Act as a first point of contact for customer enquiries via telephone and the shared email inbox
• Process sales orders accurately and efficiently using internal systems
• Carry out daily operational checks
• Investigate and resolve customer claims and queries, escalating where appropriate
• Issue credit notes and process returns in line with company procedures
• Liaise with our warehouse, logistics, and other internal teams to resolve order or delivery issues
• Maintain a strong working knowledge of Steelite Utopia products and services
• Build and maintain effective working relationships with internal and external stakeholders
• Contribute to weekly reporting and case management activities
• Support team objectives and contribute to a positive, collaborative team culture
• Undertake additional customer service-related tasks as required to support business needs

Skills & Experience

• Previous experience in a customer service or administrative role (essential)
• Strong written and verbal communication skills
• High attention to detail, with the ability to manage multiple tasks effectively
• Confidence working in a process- and system-driven environment
• Strong Microsoft Excel skills, including use of VLOOKUP and XLOOKUP
• A positive, flexible approach with a strong team ethic

Additional Information

• This role involves regular interaction with multiple departments across the business
• Full training will be provided on all internal systems and processes
• The duties listed are not exhaustive, and the role may evolve in line with business requirements

Join the team at Steelite Utopia, a dynamic and growing company renowned for providing the finest tableware, glassware, cutlery, foodservice, and plastic drinkware to the world’s top restaurants, hotels, and hospitality destinations. As a leader in the global ceramics and tabletop industry, Steelite Utopia prides itself on offering more than just a job, we offer long-term career opportunities at our factory and logistics hubs in North Staffordshire. Here, you’ll find a safe and professional environment that supports your career growth and provides attractive pay, benefits, and more.

When you join us, you become a valued colleague in an organisation with innovation at its core. Our state-of-the-art warehouse management system (WMS) supports our drive to deliver exceptional service with greater efficiency, packaging integrity, and picking accuracy. Our streamlined, high-tech facility allows us to hold over 30,000 pallets, ensuring speed, reduced product handling, and a cleaner, better workspace.

If you’re ready to make an impact in a company that values excellence, teamwork, and progress, we’d love to hear from you. Join Steelite Utopia and become part of a team that’s shaping the future of the hospitality industry.

£27,000 per annum

Hours

37.5 per week, Monday to Friday: 8:30am - 5:00pm

• Casual dress
• Company pension
• Cycle to work scheme
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Discounted product
• Enhanced annual leave
• Company events
• Healthcare Cash Plan
• Free Pension Advice
• Occupational Health Screening
• Employee Assistance Programme
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Bereavement Leave
• Reward and Recognition Programme
• Long Service Awards
• Pre-Retirement Scheme

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