Location: Leeds (Hybrid)
Contract Type: Permanent
Salary: Up to £27,000 per annum
Shift Pattern
This role operates on a 3-week rotational pattern:
Week 1
- Monday to Friday
- 08:00 - 16:30
Week 2
- Monday to Friday
- 09:30 - 18:00
Week 3
- Monday to Saturday
- 08:00 - 16:30
- One weekday off on a rota basis
We're looking for talented Premium Support Advisors to join our team and help deliver an outstanding customer experience.
In this role, you'll provide a high-quality, telephone-based service, taking ownership of customer enquiries and resolving issues quickly, professionally, and with empathy. You'll investigate delivery and parcel-related concerns, handle complaints and escalations, and ensure customers receive the best possible support at every stage of their journey.
You'll also manage high-priority CEO and Executive escalations, requiring exceptional attention to detail, professionalism, and customer care.
This is a fast-paced role where no two days are the same, making it ideal for someone who enjoys problem-solving, taking ownership, and making a real difference for customers.
As a Premium Support Advisor, you'll:
- Deliver exceptional telephone-based customer service, resolving customer queries wherever possible at first contact.
- Take ownership of complaints and escalated cases, ensuring fair and timely resolutions.
- Manage sensitive and high-profile CEO and Executive customer escalations with professionalism and care.
- Investigate parcel and delivery enquiries from start to finish, using all available systems and resources.
- Work confidently in a busy contact centre environment, maintaining professionalism and confidentiality.
- Use multiple systems to process transactions accurately and efficiently.
- Identify root causes of issues and recommend solutions to reduce repeat contacts.
- Maintain accurate CRM records and provide proactive customer updates within agreed service levels.
- Act as the voice of the customer, collaborating with Couriers, Delivery Units, Contractors, and our ParcelShop network.
- Support team objectives, helping to achieve KPIs, SLAs, and continuous improvement initiatives.
We're keen to hear from people who have:
- Excellent written and verbal communication skills.
- Strong customer service experience, ideally within a contact centre environment.
- A professional and confident telephone manner with excellent listening skills.
- Strong problem-solving and decision-making abilities.
- High levels of accuracy and attention to detail.
- Good working knowledge of Microsoft Office, including Word, Excel, and Outlook.
- Resilience and the ability to remain calm under pressure, particularly when handling complaints and high-stakes customer issues.
- The ability to work independently while also contributing positively as part of a team.
- A customer-focused mindset with a genuine passion for delivering great service.
If you're looking for an opportunity where you can make a real impact, develop your skills, and be part of a supportive team, we'd love to hear from you.
