Customer Service Advisors

Role Overview
The Customer Service Advisor is responsible for delivering exceptional customer support by handling enquiries, resolving issues efficiently, and ensuring a positive customer experience at every touchpoint. The role requires strong communication skills, empathy, and the ability to work in a fast-paced environment while maintaining accuracy and professionalism.


Key Responsibilities
Respond to customer enquiries via phone, email, live chat, and/or social media
Resolve customer complaints promptly and professionally
Process orders, returns, refunds, or account changes accurately
Maintain up-to-date customer records in the CRM system
Provide product or service information clearly and confidently
Escalate complex issues to senior team members where appropriate
Meet individual and team performance targets (KPIs)
Contribute to continuous improvement of customer service processes
Follow company policies, data protection regulations, and compliance standards

Key Skills & Competencies
Excellent verbal and written communication skills
Strong active listening skills
Empathy and patience when handling customer concerns
Problem-solving and decision-making ability
Good organisational and time-management skills
Ability to work under pressure and meet targets
Strong attention to detail
Team player with a positive attitude
Basic IT proficiency (CRM systems, Microsoft Office, email platforms)

Qualifications & Experience
Essential:

Previous experience in customer service or a customer-facing role
GCSEs (or equivalent) in English and Maths