**STRICTLY NO AGENCIES**
JOB PURPOSE:
The Customer Care Advisor plays a vital role in delivering exceptional service to our UK and international customers in a non-call centre environment.
KEY RESPONSIBILITIES:
- Communicate professionally and promptly with customers via phone, email, and live chat.
- Provide basic troubleshooting while managing call queues and ticket volumes.
- Set clear expectations for query resolution in line with SLAs and keep customers updated.
- Escalate urgent matters to the relevant department and ensure timely follow-up.
- Maintain accurate customer records in our in-house systems.
- Process payments and assist with order-related queries.
- Collaborate with other departments to ensure smooth resolution of customer issues.
- Research products and stock to provide accurate information.
- Raise any concerns or issues with management promptly.
- Promote relevant products and services where appropriate.
- Make occasional outbound calls as required.
- Provide general administrative support to managers.
JOB DETAILS
- Salary: National Minimum Wage on entry (age related), rising to £12.94 per hour (Band 2/4) upon successful completion of probation/full training.
- Hours: 37.5 hours per week, Monday to Friday
- Working Pattern: 08:30 - 16:30 hrs (including 30 mins unpaid break)
- Contract Type: Permanent
- Working Arrangements: Potential hybrid working available following completion of probation.
WHAT WE OFFER:
We believe work should support your wellbeing, growth, and life outside work. Here’s what we offer:
- Annual salary/band review.
- Company performance-related bonus.
- Career progression and training opportunities.
- 29 days annual leave (including Bank Holidays).
- Birthday day off.
- Seasonal company events.
- Free flu vaccine and eye tests.
- Employee Assistance Programme - 24/7 professional support and advice
- Electric vehicle leasing*
- Electrical / push bike leasing*
- Staff discount.
- Free parking
- Free refreshments.
- Casual dress code.
* Terms & Conditions Apply
Job Types: Full-time, Permanent
Pay: From £12.71 per hour
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home
Application question(s):
- We need to confirm your legal right to work in the UK - if you hold immigration status that requires verification, please provide BOTH your share code and date of birth, so we can check this via the Home Office online service.
Experience:
- sales admin (processing orders, payments, refunds): 2 years (required)
- MS Office/Teams: 2 years (required)
- customer service (phone, email, live chat): 2 years (required)
Work Location: In person
