UK Labels
Customer Service Specialist
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Company Description
UK Labels is a leading UK-based manufacturer of high-quality self-adhesive labels, trusted by trade professionals for over 35 years. Operating from a purpose-built facility in Oldbury, West Midlands, the company runs seven production lines and supports over 300 trade-only clients with custom sheet and roll label solutions. UK Labels offers a wide range of print options, including up to six-colour, thermal, laminated, and hot foil finishes, serving diverse industry needs. Known for speed, flexibility, and service excellence, the company consistently sets benchmarks in precision and turnaround. As part of the Fortoak Group, UK Labels is expanding its capabilities while maintaining a strong focus on reliability, responsiveness, and trade-only partnerships.
Role Description
The Customer Service Specialist is a full-time, on-site role based in Oldbury, West Midlands. This role is responsible for handling inbound customer enquiries by phone and email, outbound calls to customers & prospects, providing accurate information on products, orders, and lead times, and resolving issues promptly to support trade clients. Day-to-day tasks include:
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- Processing orders
- Updating account details
- Coordinating with production and logistics teams
- Maintaining clear records in internal systems
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The specialist will follow established service processes, monitor customer satisfaction, and proactively communicate updates to ensure a smooth customer experience. The role also involves supporting continuous improvement of customer service procedures and contributing to a positive, collaborative team environment.
Qualifications
- Strong customer-facing skills, including Customer Service and Customer Support capabilities.
- Ability to maintain high Customer Satisfaction and deliver a positive, consistent Customer Experience.
- Professional communication abilities, including confident Phone Etiquette and clear written correspondence. Must be comfortable with outbounding to follow up enquiries and campaigns, to existing customers and prospects.
- Previous experience in B2B or trade-focused environments, ideally in manufacturing, print, or related sectors.
- Excellent attention to detail and accuracy when processing orders and updating customer records.
- Proficiency with office software and customer service systems; ability to learn new tools quickly.
- Strong problem-solving skills, with the ability to manage multiple enquiries and priorities calmly.
- GCSEs or equivalent qualifications; further education or customer service certifications are an advantage.
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