Customer Service Representative

Vacancy Title: Customer Service Representative

Vacancy Location: Birkenhead, Wirral

Engagement Type: Full Time, Permanent

Your New Role

Are you ready for a fresh start in 2026 with a role that challenges you to think differently? This is not your typical call centre job - we don’t use scripts, and we’re looking for someone who can connect the dots, think outside the box, and solve complex problems for our customers.

If you have a customer service experience, a sales-oriented mindset, and a passion for creating exceptional customer journeys, this could be your next big move.

In this role, you’ll be part of our Birkenhead-based Customer Service team, supporting our Marine customers before, during, and after purchase. You’ll handle inbound and outbound interactions with autonomy, turning inquiries into solutions and orders while delivering a service experience that is as unique as the customer’s needs.

What You Can Expect from the Role

Key Responsibilities and accountabilities

• Providing advanced product and service information and responding to complex customer questions about those products and services
• Recording and processing quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required
• Making calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acting as a first point of contact for resolving customer queries / complaints
• Responding to and resolving complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
• Scheduling follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities
• Interviewing (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner
• Providing exceptional service to customers to encourage continued use of Survitec’s products and services
• Developing knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure

You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced, challenging and incredibly rewarding. This is not just another job; this is your career

The Experience, Qualifications and Skills You Will Have

Essential Criteria

• Fluent in spoken and written English
• Strong background in customer service and sales, including post-sale support.
• Skilled at identifying challenges and implementing effective, creative solutions.
• Proactive in addressing customer needs, ensuring high levels of satisfaction.
• Able to think outside the box and maintain composure under pressure.
• Experience in the marine industry is advantageous.
• Familiarity with IFS and Salesforce is a plus.

Why You Should Work for Us

• 33 days holiday (including bank holidays) + an extra day for your birthday
• Company Anniversary Holiday Benefit
• Enhanced maternity & paternity packages
• Cycle to Work and Car Salary Sacrifice schemes
• Life Assurance and company pension plan
• Opportunities for training and professional development
• Employee Assistance Programme to support your well-being
• Workplace Reward & Recognition schemes

Your Company

Survitec is a global leader in Survival Technology, trusted to protect lives for over 168 years. Operating in more than 2,000 ports across 96 countries, we are the world’s largest manufacturer and supplier of liferafts, Marine Evacuation Systems (MES) and offshore rental PPE.

Our 2,000 global colleagues are driven by our purpose - “We Exist to Protect Lives” - designing and delivering innovative survival, fire and safety solutions that perform when lives depend on them.

How to Apply

If you would like more information regarding this role before applying, please feel free to reach out to us via Linked In or via ***email_hidden***.

Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.

At Survitec, we want you to have the best possible interview experience with us and we are also committed to creating an inclusive environment. We are happy to make any necessary accommodations to ensure you can showcase your skills to the best of your ability, should you require any reasonable adjustments, please don't hesitate to let us know.