Senior Customer Service Advisor (Escalations & Quality)
£28,000 per year | Full-time | Permanent
Location: Ripon – office based (commutable from Harrogate, York, Thirsk, Northallerton)
Monday to Friday | No shifts | No weekends
A senior customer service role with a small leadership element
Bill Plant Driving School, one of the UK’s largest driving schools, is recruiting a Senior Customer Service Advisor to join our Pupil Success Team.
This role is ideal for an experienced customer service professional who enjoys handling escalations, improving service quality, and supporting others — without managing a large team.
About the Role
As our Senior Customer Service Advisor, you’ll be the escalation point for complex pupil and instructor enquiries and play a key role in maintaining high customer service standards.
You’ll also provide day-to-day support and guidance to one Customer Service Agent, helping with development, quality, and complex cases.
Your responsibilities will include:
· Managing escalated customer enquiries via phone, email and CRM
· Handling complaints, refunds, and complex booking or test-cover issues
· Acting as the escalation point for the Pupil Success Team
· Supporting customer service quality, response times, and customer journeys
· Monitoring and responding to online reviews (Trustpilot, Google and feefo.)
· Providing coaching and support to one Customer Service Agent
· Assisting with training, quality checks, and service standards
· Contributing to process improvements and SOP development
· Working closely with the Customer Service Team Manager
You’ll have clear support, structure, and authority, and you won’t be carrying responsibility for a large team.
Skills & Experience
We’re looking for someone with experience in:
· Senior Customer Service or Escalations roles
· Complaint handling and conflict resolution
· Supporting or mentoring colleagues
· CRM systems and case management
· Customer journey or process improvement
Who This Role Is Ideal For
· Senior Customer Service Advisor
· Escalations Agent
· Complaints Handler
· Customer Service Supervisor (small team)
· Contact Centre Senior Advisor
What You’ll Get
· £28,000 salary
· Permanent, full-time role
· Monday to Friday working hours
· No shift work or weekends
· Company pension
· Health & wellbeing programme
· Free on-site parking
· Cycle-to-work scheme
· Free fitness classes
· Supportive, people-first culture
This role offers responsibility, influence, and a first step into leadership without the pressure of managing a large team.
About Bill Plant Driving School
Bill Plant Driving School supports thousands of driving instructors across the UK. Our Head Office team plays a key role in helping instructors and leaners succeed through high-quality customer support, training, and relationship management.
Apply Now
If you’re an experienced customer service professional who enjoys solving problems, raising standards, and supporting others, we’d love to hear from you.
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Work Location: In person
