Customer Service Advisor
Job Title
Customer Service Advisor
Reports To
Customer Service Manager
Purpose of the Role
As a Customer Service Advisor, you will be the voice of the business, delivering an exceptional customer experience through every interaction. Your primary focus is to resolve customer enquiries quickly, accurately and professionally while taking ownership of every issue from start to finish.
Our customers are at the heart of everything we do. Every decision, conversation and action should be guided by delivering the best possible outcome for the customer, whilst supporting the needs of the business. We are committed to providing a customer-first experience to as many customers as possible, ensuring every interaction leaves customers feeling valued, supported and confident in choosing our business.
This role is about more than answering emails and calls. We are looking for someone who enjoys solving problems, takes ownership of customer issues and is always looking for opportunities to improve the customer journey. You will work closely with colleagues across the business to resolve issues, identify trends and contribute towards continuous improvements that reduce customer effort and improve the overall customer experience.
Key Responsibilities
Delivering a Customer-First Experience
- Put the customer at the centre of every decision and interaction.
- Deliver a friendly, professional and empathetic service across all communication channels.
- Take ownership of customer enquiries from first contact through to resolution.
- Build trust and confidence by providing accurate information and regular updates.
- Create positive customer experiences that encourage loyalty and repeat business.
Customer Support
- Respond to customer enquiries via email, telephone and other communication channels.
- Resolve customer queries efficiently whilst maintaining a high level of accuracy and attention to detail.
- Manage customer expectations through proactive communication.
- Escalate complex issues where appropriate whilst maintaining ownership until resolution.
Order & Delivery Support
- Assist customers with order enquiries, delivery updates and returns.
- Liaise with Warehouse, Purchasing and courier partners to resolve customer issues.
- Investigate lost, delayed or damaged deliveries.
- Process refunds, replacements and credits in line with company procedures.
Product & Quality Support
- Handle damaged, faulty and quality-related enquiries professionally.
- Gather accurate information to support supplier claims where applicable.
- Identify recurring product or service issues and escalate trends to the Customer Service Manager.
- Ensure customer resolutions are fair, consistent and aligned with company policies.
Continuous Improvement
- Identify recurring customer issues and suggest improvements to processes and procedures.
- Help reduce unnecessary customer contacts by highlighting opportunities to improve the customer journey.
- Contribute to FAQs, knowledge articles and standard responses.
- Work collaboratively with other departments to improve service across the business.
Skills & Experience
Essential
- Previous customer service experience.
- Excellent written and verbal communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent attention to detail.
- Confident using Microsoft Office and computer systems.
- A positive attitude and willingness to learn.
Pay: £25,350.00 per year
Work Location: In person
