Person, Face, Man, Accessories, Accessory, Glasses, Portrait, Photography, Selfie

Customer Services Executive

121 Winterstoke Road, 121 Winterstoke Road UKI Cluster, England, United Kingdom, BS3 2LL

Customer Services Executive

  • 121 Winterstoke Road, 121 Winterstoke Road UKI Cluster, England, United Kingdom, BS3 2LL

About us

Imperial Tobacco UK (ITUK) is one of the largest Fast Moving Consumer Goods (FMCG) companies in the United Kingdom.  Our mission is to create something better for the world’s smokers, whether that’s via a tobacco portfolio that offers consumers comprehensive brand choice or through our best-selling e-vapour brand, blu. ITUK is part of Imperial Brands PLC, a dynamic FTSE30 FMCG company, and is a certified Top Employer 2018.  For you, that represents an amazing opportunity - this is a place where ambitious, smart and independent people can really make an impact.

The role

Consumer Services Executive
12 month FTC
Competitive Salary + Benefits


Here at Imperial Brands we have an exciting opportunity for someone to join our Consumer Services team on a fixed term basis for 12 months. This is a customer facing role where you be an expert point of contact for consumers and internal and external customers, providing product support and resolutions to complaints and enquiries. You will also be providing reporting and data to stakeholders within the business and supporting in the identification of issues. 

This role would suit someone from a customer services background, ideally in a high volume call centre environment where you are dealing with a wide range of customer queries.

Key accountabilities

  • Ensure excellent level of service provided to consumers and internal and external customers
  • Take complete ownership of providing support to consumers contacting us with complaints and feedback regarding their Imperial Brands products from notification to resolution
  • Ensure all complaints are resolved within target KPIs as set by Sales and Marketing Support Manager
  • Support brand team with consumer initiatives and requests for information as required
  • Authorise and process consumer compensation requests to limit £250. Requests above this amount to be authorised by Sales and Marketing Support manager/Legal
  • Ensure all feedback received from customers is captured onto CRM system
  • Liaise with Legal team to ensure all responses are compliant
  • Provide mailroom with list of replacement products to be sent daily, supporting send out as required
  • In conjunction with Mailroom, manage stock of replacement product ensuring levels are maintained and accurate records are kept regarding stock holding
  • Escalate complaints where appropriate triggers are met, i.e multiple faults, media/press involvement, legal issues and co-ordinate response to business and consumers and customers
  • Identify and log unlicensed products and liaise with Anti Illicit Trade team as required
  • Provide regular reports and summaries to market teams, quality team and factories.

Skills & experience

  • Experience working in a call centre/customer service environment
  • Demonstrated ability to quickly build relationships with customers and solve issues in a timely and effective manner
  • Must be able to work under pressure to tight deadlines and prioritise a high volume workload
  • Strong organisational and administrative skills
  • Ability to act on own initiative, within defined standard processes and take responsibility for decision making

What we offer

Imperial Tobacco offers a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period and bank holidays).

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role. 

Apply Now

Alert me about jobs like this

Not You?

Thank you


The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold