Pay: £24,784 – £26,325 per year, based on a full-time 37.5-hour week, depending on experience
Job Type: Full-time
Work Location: In person (Hoylake, Wirral)
The Role
We are looking for an experienced Customer Service Advisor who takes ownership of problems and sees them through to resolution.
This is not an entry-level or heavily scripted support role. You will use your judgement to investigate order queries, complaints and unusual situations, communicate clearly with customers and deliver practical solutions.
The right person will be proactive, calm under pressure and comfortable making sensible decisions. You will not simply pass problems to somebody else — you will establish what has happened, work with the relevant teams and remain responsible for the customer until the issue is resolved.
Why Work With Us
- Monday to Friday, 9:00am–5:00pm
- No weekends or bank holidays.
- Guaranteed closure between Christmas and New Year.
- Competitive Pay £12.71 – £13.50 per hour depending on experience.
- Free on-site parking in Hoylake.
- A supportive, established family-business environment.
Key Responsibilities
- Taking ownership of customer enquiries from first contact through to resolution.
- Investigating complex order issues, complaints and unusual customer requests.
- Managing a busy workload across phone, email and live chat.
- Providing clear, accurate and helpful product advice.
- Helping customers place or amend orders and choose the most suitable options.
- Working closely with our Quality Assurance, Laboratory, Dispatch and Processing teams to resolve problems.
- Keeping customers informed so they do not need to repeatedly chase for updates.
- Escalating issues when necessary, with clear notes and a recommended next step.
- Identifying recurring customer problems and suggesting practical improvements.
- Maintaining accurate records and completing related administrative work.
- Supporting less-experienced colleagues and helping set a high standard of customer care.
What We’re Looking For
You should have:
- At least three years of customer service experience.
- Proven experience resolving complaints or complicated customer problems.
- Strong written English and a confident, professional telephone manner.
- Experience communicating with customers through phone, email and live chat.
- The ability to prioritise several active issues without losing accuracy.
- A proactive approach — you notice what needs doing and take action.
- Good judgement and the confidence to make sensible decisions.
- A calm, practical and solution-focused attitude.
- Strong attention to detail and reliable follow-through.
- The ability to work effectively with colleagues in other departments.
Experience in ecommerce, retail, order fulfilment or optical products would be useful, but optical experience is not required.
What Success Looks Like
You will be successful in this role when:
- Customers receive clear answers and do not need to repeatedly chase us.
- Difficult cases are resolved fairly, accurately and efficiently.
- You take responsibility for finding solutions rather than simply forwarding problems.
- Your notes and handovers allow colleagues to understand an issue immediately.
- You identify recurring problems and help prevent them from happening again.
- Customers feel that somebody competent is genuinely looking after their case.
Pay: £24,784.50-£26,325.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Free parking
- On-site parking
- Store discount
Ability to commute/relocate:
- Wirral CH47 4BG: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Tell us about a difficult customer issue that you personally took ownership of.
What happened, what actions did you take, and what was the outcome?
- Give an example of a problem or inefficient process that you noticed and improved without being asked.
What did you change, and what difference did it make?
- A customer contacts you for the third time about a delayed order they urgently need. The order status is unclear and the relevant department has not yet responded. What would you do next?
Experience:
- Customer service: 3 years (preferred)
Work Location: In person
