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Customer Services Representative

  • Manchester, North West, United Kingdom
  • Customer Service
  • Early Careers
  • 47153
  • Apply Now

What's the role?

Start Date: 15th July 2024

We’re looking for our next intake in to our highly-performing Inbound Customer Service department, which consists of 75 members.

In our Customer Service team we deliver exceptional customer service to our customers; resolving inbound customer queries, offering solutions and building great customer relationships. Whether you're an experienced Customer Service professional or a graduate looking to launch your professional career, we look forward to receiving your application.

The role involves working a varied shift pattern between the hours of 8am to 5.30pm, Monday to Friday.

Who is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers. Hilti is very proud to be ranked as the UK's 12th best large organisation to work for in the Great Place to Work survey.

What does the role involve?

In the role of Customer Service Representative, you’ll be tasked with processing all calls (inbound and outbound) from internal and external customers, in an efficient and professional manner. You will build orders and range sell, using a suggestive selling approach to solve customer problems and meet their needs, and you’ll need to deal with complaints in a timely and effective manner.

In the role you will also support field-based personnel by identifying sales opportunities and generating sales leads for the sales team. You’ll need to be detailed-oriented, ensuring data is always accurate and up to date on the internal system.

For every new joiners, there will be a 12-month onboarding plan which consists of:

  • 4 weeks classroom training
  • 4 weeks induction/intensive support
  • Hands on training, call rides, and side by side coaching.

We are proud to have a long-term bonding with our employees: More than 30% of our employees have been part of the Hilti family for over a decade.

What do we offer?

We really value our people and we've worked hard to develop a reward package that reflects this. Some of our benefits include:

  • Genuine career advancement (more than 80% of all leadership roles are filled internally)
  • 6% employer pension contributions
  • Private Health Insurance and Employee Assistance Programme
  • Company vehicle and fuel card for sales roles
  • 33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
  • Paid leave to work on charitable projects
  • Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
  • Different ways to work flexibly, including working from home and compressed hours
  • Employee resource groups focused on gender, mental health, race, disability, LGBTQ+ and sustainability topics
  • Trips to locations such as Milan, New York and global HQ for high performers across all teams
Our Regional Head Office is based at Circle Square in Central Manchester, where we are located a short walk from Oxford Rd train station and St Peter's Square tram stop. We offer a hybrid working pattern between the office and home and different ways to work flexibly so please feel free to talk about what flexibility means to you at your interview.

What you need is:

  • Excellent customer service skills, gained within a face to face or call-centre environment
  • Excellent telephone manner and ability to communicate at all levels
  • MS Office and Internet proficiency with the ability to adapt easily to new IT systems
  • Ability to learn technical product knowledge

Who should apply?

We have an excellent mix of people and some of our best account managers joined us with no experience. So, if you’ve never worked in sales or construction, that’s fine with us. Success at Hilti is down to teamwork and ability, no matter what your background.

Please note we cannot offer visa sponsorship for this role.

Please DO NOT apply for multiple roles - the team will assign you where your skills are the best fit.

Click through the 'Apply Now' button where you will be asked to upload your CV and answer a couple of short questions – the whole process should take around 90 seconds.

If you meet the requirements of the role you'll be invited to complete a short pre-recorded video interview - please look out for this in your junk mail as it can end up there!

If you need any support with your application please contact

If we don't have a suitable role for you at the moment, we will keep you in our talent pool for the future so your recruitment process might take a bit longer but we'll be sure to stay in touch.

Hilti is where your best belongs. We are an equal opportunity employer and value the contributions of all our team members regardless of sex, gender identity/expression, race, ethnicity, sexual orientation, disability, age, religion or family status.