Customer Service Assistant in Peterborough at ITW Food Equipment Group

Date Posted: 9/12/2019

Job Snapshot

Job Description

Are you highly motivated, well organised and looking for a new challenge? We are looking for people with these skills, who are customer focused to join us as Customer Service Assistants within our Service Delivery team.

Hobart UK Service is part of the ITW Food Equipment Group, an Illinois Tool Works business, with over 160 company-employed, fully trained technicians servicing, maintaining and repairing catering equipment across the UK.

The role is critical to the success of the business as you would be responsible for taking incoming customer calls, working directly with the customers and keeping customer portals and internal systems up to date.

Duties include, but are not limited to:

  • Take incoming customer calls and log the calls accordingly.

  • Update the relevant customer portals and internal system with details of new calls.

  • Work directly with customers to overcome any issues with technician access and escalate where necessary to supervisors or management team.

  • Ensure open call statuses are accurately maintained within the system and internal response KPI’s are achieved

  • Work closely with all the internal teams to ensure that we provide excellent customer service to our customers and ensuring full accurate details of actions taken are recorded on the system.

  • Provide accurate notes in every call.

  • Prioritising urgent administrative tasks or calls and making quick decisions that support delivery of excellent service

  • Contacting customers as required to update them on technician plans or follow customer specific requirements necessary for service delivery

  • Ensure call statuses are accurately maintained on our internal systems and provide administrative support that assists excellent service delivery for the customer.

  • Liaise with our finance departments and support with administrative tasks that support the payment of completed jobs in a timely manner

  • Handle customer enquiries & queries

  • Communicate with other internal departments and update them on service delivery plans

  • Provide support as required to the wider Service Delivery team to support the business demands.

  • Undertake any other duties as appropriate within your competence, as required by line manager.

  • Responsible to comply with GDPR regulations in line with company policy

  • Conduct yourself in a safe manner and support the company Enterprise Strategy to achieve our target of zero medical treated and lost time accidents; to support our company wide safety culture

Job Requirements

Key Skills and Attributes:


  • Excellent communication skills with a customer focused attitude.

  • Highly motivated and well organised

  • Ability to multi-task and prioritise workloads.

  • Good problem solver

  • Previous experience of working to structured KPI’s / SLA’s and be results focused.

  • Competent user of Microsoft Office Suite.

  • Demonstrate the ITW core values - Integrity, Respect, Trust, Shared Risk and Simplicity


  • Previous knowledge of the food equipment / commercial kitchen environment / Service industry market