Senior Customer Service Advisor – Mon–Fri, No Weekends – Ripon
£30,000–£32,000 per year + benefits | Full-time, Permanent | Office-based, Ripon (HG4)
Commutable from Harrogate, York, Thirsk, Northallerton and Leeds (northbound — against traffic)
Ready to step up from advisor to senior? This is a genuine progression role: you'll own escalations, coach a colleague, and shape how a national driving school does customer service — Monday to Friday, no shifts, no weekends, ever.
The role
Bill Plant Driving School — three-time National Driving School of the Year and one of the UK's largest driving instructor networks — is hiring a Senior Customer Service Advisor for our Pupil Success Team at our Ripon head office.
You'll be the go-to person when things get complicated: the escalated complaint, the refund dispute, the booking issue nobody else can untangle. You'll also mentor one Customer Service Agent and work directly with the Customer Success Team Manager to raise standards across the team.
What your week looks like:
- Owning escalated pupil and instructor enquiries by phone, email and CRM
- Resolving complaints, refunds and complex booking or test-cover issues
- Monitoring and responding to Trustpilot, Google and Feefo reviews
- Coaching and developing one Customer Service Agent
- Running quality checks and helping build training and SOPs
- Improving processes and customer journeys alongside the Team Manager
You'll have real authority to resolve issues, backed by clear structure and support.
What we're looking for
- 3+ years in customer service, including hands-on ownership of escalations or complaints
- Calm, confident conflict resolution — you de-escalate rather than deflect
- Experience mentoring, buddying or supporting colleagues (formal or informal)
- Confident with CRM systems and case management, and able to spot trends in the data
- An eye for process — you spot what's broken, suggest fixes, and see them through
You might currently be a Senior Customer Service Advisor, an Escalations or Complaints Handler, a Contact Centre Senior Advisor, or a Team Leader wanting quality-focused work over people-heavy management.
What you'll get
- £30,000–£32,000 depending on experience
- Monday to Friday only — no shifts, no weekends, no bank holidays
- Free on-site parking (yes, really — this is Ripon, not Leeds city centre)
- Company pension and sick pay
- Health & wellbeing programme and free fitness classes
- Cycle-to-work scheme and company events
- A clear first step into leadership, if your not htere already with a defined mentoring responsibility
About us
Bill Plant Driving School supports thousands of driving instructors and learner drivers across the UK. Our Ripon head office team is the engine behind that — and the Pupil Success Team is where service quality lives.
Apply now — we review applications daily and interview quickly. A short CV and a couple of lines on your escalations experience is all we need.
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Sick pay
Work Location: In person
