Customer Service Advisor

We’re looking for enthusiastic Customer Service Advisors to join our team and deliver exceptional support to customers across phone, email and live chat channels. This role is customer-facing and detail-focused: you’ll resolve enquiries, share product knowledge and help customers make confident purchase decisions while maintaining our high standards of service.

Responsibilities

• Provide friendly, efficient, and accurate customer service across multiple channels including phone, email, and live chat.
• Use product knowledge to advise customers on features, availability, and suitability to meet their needs.
• Resolve enquiries, complaints, and order issues promptly, escalating when necessary to maintain excellent customer outcomes.
• Record customer interactions and maintain accurate notes in the CRM to ensure continuity and quality of service.
• Work to performance targets such as response time, first contact resolution, and customer satisfaction scores.
• Identify opportunities to improve processes and feedback customer insights to product and operations teams.
• Maintain up-to-date product knowledge through training and self-directed learning.
• Support colleagues by sharing best practice and contributing to a positive team environment.

Qualifications & Experience

• Proven experience in a customer service or contact centre role, comfortable handling high volumes of enquiries.
• Quick to learn and confident explaining product features and benefits; previous experience in retail or e‑commerce is desirable.
• A strong service mindset with a track record of achieving high customer satisfaction.
• Excellent verbal and written communication skills with a clear, polite phone manner and accurate typing/CRM skills.
• Strong attention to detail with the ability to follow processes and maintain accurate records.
• Comfortable working to targets and performance metrics in a busy environment.

Personal Qualities

• Resilient, able to remain calm and effective under pressure.
• Positive attitude, personable and friendly with customers and colleagues.
• Passionate, committed to delivering great service and continuously improving.
• Attention to detail – thorough when recording information and following procedures.
• Motivated – self‑driven, with a proactive approach to workload and development.
• Empathetic, able to understand customer needs and respond appropriately.
• Adaptable, flexible to changes in process, systems, and customer demand.

Work Environment

• Full‑time and part‑time roles available; shift patterns to be agreed.
• Role based at our customer service centre with occasional hybrid working options dependent on business needs.
• Some out‑of‑hours cover may be required for peak trading periods.
• Mon‑Fri opportunities with rota stability and limited weekend cover only where operationally necessary.

Compensation & Benefits

• Competitive salary and performance‑related bonus opportunities.
• Medcash cashback scheme for health and wellbeing support.
• Unum income protection.
• Pension scheme.
• Employee discounts on products and services.
• Comprehensive induction, product training, and ongoing development.
• Learning and development programmes and clear internal progression pathways.
• Recognition and reward schemes including long service awards.

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