Customer Service Advisor

We are looking for Customer Service Advisors to join our team!Salary: £26,.24 per yearContract Type: PermanentLocation: Leeds (Morely) Hybrid workingShift pattern: 5 days out of 6, Monday-Saturday (rota-based)Benefits include:Flexible working 26 days holiday + bank holidays Wagestream – Access your earned pay early! Digital GP service for you and your family Free onsite parking Supportive and inclusive cultureJoin our team and help deliver an outstanding customer experience.You’ll play a key role supporting internal and external customers, resolving enquiries, and investigating parcel issues. This is a fast‑paced role that involves a high volume of complaints via phone and email, so you’ll need resilience, empathy and confidence in decision‑making. You’ll escalate serious findings to UK Contact Centre Management, helping to protect our brand image and maintain excellent service standards.Interested? Look at the below to understand what you’ll be doing in this role! Provide exceptional telephone‑based customer service, supporting our clients & customers in a friendly and professional way. Handle many complaints, often from customers who are frustrated or upset, using empathy and initiative to resolve their concerns. Investigate parcel enquiries end‑to‑end, ensuring systems are used to their full potential and every avenue is explored to resolve the issue. Thrive in a busy contact centre environment, demonstrate professionalism and confidentiality when accessing information to build trust with stakeholders. Use multiple systems to process a wide range of transactions quickly, maintaining a high level of accuracy. You’ll identify the root cause of problems and find solutions for customers to prevent issues being repeated. Ensure CRM is updated accurately at every stage of the investigation and customers are kept updated within agreed SLAs. Act as the voice of the customer, collaborating with Couriers, Delivery Teams, Contractors and our Parcelshop network to investigate enquiries.We are looking for: Strong, written and verbal communication skills Proficient users of MS Office (Word, Excel, Outlook) Confident decision‑makers with excellent problem‑solving abilities Resilient team players who can remain calm and professional under pressure, especially when handling complaint‑heavy workloads…