Customer Success Advisor Apprentice

At RG Distributors, ECatering is all about keeping UK catering and hospitality running smoothly. Our mission is to make sure our customers can focus on their guests while we handle the rest - equipment, support, and service they can rely on.

As a Customer Success Advisor, you are a key part of that mission. You guide customers through every stage of their journey, from pre-order questions to post-delivery, support - ensuring clear communication, fair outcomes, and a consistently professional experience. 

This role is about more than handling enquiries; it’s about owning the customer experience, preventing issues before they happen, and building trust in the ECatering brand.

Key Responsibilities:

Customer Communication & Case Ownership:

• Be the main contact for customers via phone, email, and ticketing systems


• Own assigned cases from start to resolution, keeping customers fully informed


• Communicate clearly, professionally, and empathetically


• Record all updates and outcomes accurately in the relevant systems

Delivery & Damage Claims:

• Monitor deliveries, manage updates, shortages, and courier issues


• Assess and resolve delivery damage claims in line with policy and courier agreements


• Set realistic expectations for customers and keep them informed

Returns Handling:

• Handle returns for suitability, faulty, or quality-related reasons


• Ensure return decisions align with policy and communicate them professionally


• Track returns internally to minimise delays and maintain clear records

Warranty & Contract Guidance:

• Provide clear, accurate information on warranty coverage and next steps


• Ensure outcomes align with contractual obligations


• Escalate cases outside standard policy appropriately


• Offer extended warranties where suitable and compliant
  Product, Availability & Finance Support (Non-Technical)


• Advise on product specifications, availability, and alternatives


• Support finance enquiries, including lease-to-hire and pay-later options


• Prepare and issue accurate proforma invoices

Post-Purchase Support & Customer Retention:

• Support installation, setup, and general product queries


• Manage recycle requests and abandoned basket follow-ups


• Identify opportunities to prevent complaints and negative reviews

Internal Collaboration & Process Adherence:

• Work closely with warehouse, logistics, sales, and returns teams


• Follow all internal processes accurately and consistently


• Escalate issues when necessary and share insights for continuous improvement