Customer Service Advisor

Customer Service AdvisorChester (Hybrid – 1 day in the office following training)Salary: £24,286Working HoursFull-time | Monday to Friday, 8:30am–6:00pmRotated Saturdays, 10:00am–2:00pm (rota-based)  Contracted Availability8:00am–8:00pm, Monday to Friday10:00am–2:00pm on Saturdays We are recruiting on behalf of our client for a Customer Service Advisor to join their busy and supportive customer operations team. This is an excellent opportunity for someone who enjoys helping people, thrives in a structured environment, and takes pride in delivering a high standard of service.  You will be the first point of contact for customers, providing professional support across multiple communication channels and aiming to resolve queries at the first point of contact wherever possible. The Role As part of a collaborative team, you will:Handle inbound customer enquiries via phone and email in a professional, courteous mannerAim to resolve queries at first contact while delivering a positive customer experience within agreed SLAsMaintain accurate case logs and records using internal systems such as STARS and Track My CaseLiaise with internal departments, particularly Customer Relations, to ensure continuity of service and support complaint resolutionKeep customers informed with clear updates and manage follow-up actions in line with service standardsDevelop a strong understanding of the company’s products, services, and the conveyancing journeyContribute to process improvements and participate in ongoing training and team meetingsAdhere to company quality standards and procedures at all time. What Good Looks Like in This Role Knowledge You will understand:How to respond to customer enquiries professionally, aiming for first contact resolutionThe key stakeholders in the conveyancing process, including law firms, lenders, estate agents and search providersHow and when to escalate complaints appropriatelyThe importance of accurate case management and system logging Skills You will be able to:Communicate clearly and empathetically with customersAccurately manage case updates, contact logs and follow-ups using CRM systemsOrganise call-backs and manage your workload in line with SLAsAdapt your communication style to meet customer needs while maintaining professionalismUse Microsoft Word and Excel for record keeping and communicationsApply basic problem-solving skills to resolve queries independently where possible Behaviours You will:Take ownership of tasks and follow through on commitmentsMaintain high standards in both written and verbal communicationWork collaboratively with colleagues to improve service deliveryFollow procedures consistently while recognising when escalation is requiredStrive to exceed customer expectations through proactive and supportive service  This role would suit someone with previous customer service experience who is organised, detail-focused and enjoys working as part of a team to deliver an excellent customer experience….