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We are seeking a proactive and customer-focused Customer Support Executive to join our dynamic contact centre team. You will be the first point of contact for both business customers and end-users, providing professional and efficient support for the end-to-end returns process, technical issues, delivery queries, and claims management. Why work for us? Draper Tools is a family business with a rich history, a strong, supportive family culture and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas and take a collaborative and proactive approach to change. People enjoy working for us; one in six employees have worked for Draper for more than 25 years! Plus, we are proud winners of Employer of the Year 2025 at the Solent 250 Awards. We believe there are four key reasons why you should work for us: Were a trusted brand : there is a reason why weve been in business for over 100 years and show no signs of slowing down. Well welcome you: work plays a significant part in all of our lives, so weve built a happy and inviting environment, full of friendly colleagues who are proud to work together. Well invest in you: our people are at the heart of everything we do. Which is why were passionate about helping you reach your full potential. We build success together. Well value you: we love to recognise great work, so our benefits package has been designed to say thank you in more ways than one. Benefits As our Customer Support Executive your benefits will include: Full-time hours with some flexibility on start and finish time 25 days holiday with the ability to purchase additional leave. Day off for your birthday Pension scheme Medical cash plan providing cash back on everyday medical costs Employee Assistance Programme (EAP) Private health scheme * Staff discount on Draper products with significant savings available Employee discount scheme - discounts on gym memberships, groceries, holidays and more Long service bonus and awards* Ad-hoc rewards and recognition Cycle to Work Scheme Free onsite parking Please note this role will be based full time at our Head Office in Chandlers Ford. *After qualifying period About the Role Working as our Customer Support Executive your role will include: Act as the first point of contact for incoming customer queries via phone, email, and live chat. Assist customers and businesses with product returns, ensuring compliance with company return policies. Troubleshoot and provide technical support for basic product-related issues, escalating complex cases as needed. Investigate and resolve issues related to missing, delayed, partially delivered, or damaged parcels by coordinating with third-party courier services. Process and manage claims for lost, damaged, or partially received items, ensuring all supporting documentation is collected and submitted. Maintain accurate records of all customer interactions and resolutions in the Zendesk system. Liaise with warehouse and logistics teams to confirm product dispatch, stock availability, and delivery timelines. Provide regular status updates to Credit Control so they can action any outcomes via monetary credits. Follow up on open customer service tickets and ensure timely resolution. Identify trends in customer feedback and escalate recurring issues to the appropriate teams. Maintain a professional, empathetic, and solution-oriented approach in all communications abiding by our core KPIs, SLAs and ensuring the customer is at the heart of every interaction/decision. Pick up of other Customer Service ad-hoc duties to support the team and business, working in unison and displaying the right behaviours to allow Draper Tools to serve their customers with excellency whilst protecting the business and mitigating risk. Requirements Excellent communication skills, both verbal and written. Friendly team player. Strong problem-solving abilities and attention to detail. Ability to multi-task and manage time effectively in a fast-paced environment. Experience handling logistics and courier-related issues is highly desirable. Proficient in using customer support tools and systems such as Zendesk. Strong interpersonal skills with a customer-first mindset. Ability to handle difficult or upset customers calmly and professionally. TPBN1_UKTJ

We have a new entry level opportunity for a Revenue Control Assistant to work full time within the Finance team based in our Chandlers Ford office. We are open to receiving applications from individuals seeking an entry level position within a finance function who can demonstrate a flair for numbers, a polished telephone manner and knowledge of Microsoft Excel. The role would ideally suit a college leaver looking for that first opportunity to gain a foothold in finance. Reporting to the Revenue Supervisor, the successful candidate will be a proactive member of a team with a can-do attitude. You will be predominantly organising, conducting and managing WiP (work in progress) meetings with all fee earners across the Firm and working closely with other members of the Finance team. You will also be assisting on the day-to-day management of rates and time recording. Training will be provided to understand the revenue function and the importance this role plays within the business, with the option for study support for the AAT. This is a frontline role and building relationships with internal and external stakeholders is paramount. Specific responsibilities will include: Organising, conducting and managing WiP (work in progress) meetings Management of rates and time recording queries and requests Assisting the Credit Control Team when required Creation and analysis of reports Tackling queries efficiently and effectively Assisting Revenue Supervisor on ad hoc duties Assisting in answering group telephone calls We support hybrid working, typically with 2-3 days flexible office attendance, according to business need. Typical Workload The role will include the following duties: Having one to one WiP meetings with Fee Earners. Providing up to date reports in preparations of meetings. Collating information from WiP meetings and updating sheets Applying rates for clients and teams within Peppermint system. Maintaining rates spreadsheet and creation of new rates. Addressing all rates queries via group inbox on a daily basis. Recalculating WiP when necessary Completing time transfer and write offs and managing time recording Updating team reports daily and WiP monthly meetings report. Occasionally creating reports as requested by the Firm Correspond with clients and fee earners via telephone, email and in person. Build professional relationships with internal and external stakeholders. Assisting the credit control team in cash collection and the reduction of aged debts Skills / Experience Required Strong numeracy skills IT literate proven Microsoft Excel experience at intermediate level Polished communication skills with an excellent telephone manner Effective team player with the ability to work on own initiative Enthusiastic and positive can-do attitude Good understanding of client service internally and externally. Experience working within a professional environment is an advantage Previous experience working in a finance team / credit control or a customer support environment would be desirable TPBN1_UKTJ

Assist with audits and internal reviews related to credit control and accounts receivable. Experience within credit control is essential and, ideally experience in accounts receivable. Highlight key issues or high-risk accounts to the Finance Manager for further action.

Our client is the subsidiary of a niche banking group and specialises in the provision of Invoice Finance and Asset Finance. You will support Relationship Managers in the delivery of invoice finance facilities, undertaking credit control and ledger verification, identifying threats to the integrity

Maintain accurate records of all credit control activities. Collaborate with internal teams to ensure smooth credit operations. Provide administrative support to the credit control function.

This is a full-time Accounts Assistant role based at our Chorleywood location with flexibility for some remote work. The Accounts Assistant will be responsible for tasks such as managing petty cash, credit control, and accounting functions. Finance knowledge and experience.

Handle credit control processes, including invoicing and reconciliation. Assist in improving and streamlining credit control procedures. Please apply for the Credit Controller position to find out more information.