We’re looking for an experienced Senior Customer Service Advisor to join our RMG Customer Service team in Northwich. This is a key progression role for someone with strong customer service experience who enjoys supporting others, leading by example, and handling more complex customer queries.
Working Hours
Office based at our Northwich offices – Our Customer Service Centre is a 24/7 operation to ensure we’re always available to respond to customers’ queries. The shift pattern is on a 4-week rotation, starting with 8‑4pm, 9‑5pm, 10‑6pm and then 12‑8pm. Every 4 weeks you will work a weekend shift and have days off in lieu on the week prior and after.
What You’ll Be Doing
- Acting as the first escalation point for Customer Service Advisors, offering guidance and decision‑making support
- Managing complex, sensitive or high‑risk customer cases, acting as the decision‑maker where required
- Supporting and coaching new and existing Advisors through side‑by‑side support and sharing best practice
- Leading on quality monitoring, identifying performance gaps early and supporting continuous improvement
- Deputising for the Customer Service Team Leader when needed to ensure continuity of service
- Supporting process and system improvements by sharing insights from customer and Advisor feedback
- Ensuring high standards of data accuracy, customer records and CRM updates
- Issuing and managing bulk customer communications, including letters and portal announcements
- Encouraging customer feedback through surveys and reviews to help shape service improvements
What We’re Looking For
- Significant experience working as a Customer Service Advisor, with a strong understanding of policies, systems and customer expectations
- Confidence handling complex or sensitive customer situations and making sound decisions quickly
- Experience supporting colleagues, mentoring new starters or acting as a go‑to for queries
- Excellent written and verbal communication skills, with a strong customer‑focused approach
- Strong attention to detail, organisation and time management skills
- Ability to manage competing priorities and support others to do the same
- Confidence analysing data and insights to identify issues and recommend improvements
- Comfortable using Microsoft Word, Outlook and Excel (basic level)
Benefits
- A 37.5 hour working week and a competitive salary
- 27 days holiday plus all Bank Holidays
- Free Healthcare cashback Plan (re‑claiming for things like optical treatment (plus an optical discount voucher) and dental care, physiotherapy and GP Charges – plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services)
- Sponsorship for study and professional qualifications (up to 4 study days)
- Pension scheme (matched up to 7%) and Life assurance (4 × annual salary)
- As part of Places for People Group (RMG’s parent company), you will have access to Our Place Rewards, where you can choose from a huge range of shopping discounts, instore vouchers and reloadable e‑cards, earn cashback on on‑line purchases and take advantage of many exclusive offers!
Safeguarding
At Places for People, safeguarding is everyone’s responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre‑employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.
Equality, Diversity and Inclusion
- Armed Forces – We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.
- Disability Confident – We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview.
- Neurodivergent – Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self‑advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.
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