Senior Customer Service Advisor

Senior Customer Service Advisor

Castle Donington
Salary: £26,000–£30,000 DOE + Excellent Benefits
Full-Time | Permanent | Office-Based

The Opportunity

I am recruiting on behalf of my client, a well-established business based in Castle Donington, who is looking for a Senior Customer Service Senior Advisor to join their busy and supportive team.

Are you an experienced customer service professional who is ready to take the next step in your career? Do you enjoy taking ownership of customer issues, finding solutions and supporting those around you?

This is an excellent opportunity for someone with a strong customer service background who is looking to develop their skills, take on greater responsibility and make a real difference within a customer-focused team.

My client is looking for someone who is proactive, confident and enthusiastic, with the ability to learn new systems and business processes quickly. You will be comfortable using your own initiative, making decisions and working with minimal supervision, while knowing when to seek support or escalate an issue.

In this role, you will play an important part in delivering an exceptional customer experience, resolving complex enquiries, supporting colleagues and identifying opportunities to improve processes and ways of working.

The Role

As a Senior Customer Service Senior Advisor, you will manage customer enquiries from initial contact through to resolution, ensuring every interaction is handled professionally, efficiently and with the customer at the forefront.

You will take ownership of customer issues, investigate problems thoroughly and work collaboratively with internal teams to achieve positive outcomes. As a senior member of the team, you will also provide support to colleagues, lead by example and step up when required to help maintain high standards of customer service.

Key Responsibilities

Manage and resolve customer enquiries from initial contact through to resolution.
Take ownership of customer issues, ensuring they are investigated thoroughly and resolved effectively.
Handle escalated customer complaints with confidence, professionalism and empathy.
Communicate clearly and effectively with customers via telephone and email.
Build and maintain positive working relationships with customers and internal departments.
Learn and confidently use CRM and sales order systems to maintain accurate records and process customer orders.
Investigate recurring customer issues, identify root causes and recommend improvements.
Record and report quality control issues where required.
Produce reports on customer complaints, identifying trends and opportunities for improvement.
Use initiative and sound judgement to make decisions and resolve issues independently.
Support colleagues with day-to-day queries and departmental duties, stepping up when additional support is needed.
Represent the customer service team in cross-functional meetings.
Contribute to continuous improvement initiatives and help enhance existing processes.

About You

My client is seeking someone with strong customer service experience who is ready to take the next step in their career. You may already have experience handling complex enquiries or supporting colleagues, or you may be ready to take on more responsibility and develop into a senior position.

You will ideally demonstrate the following:

Strong customer service experience, with a genuine commitment to delivering an excellent customer experience.
A desire to progress professionally and take on greater responsibility.
The ability to learn new systems, processes and ways of working quickly.
Confidence in making decisions, taking ownership of issues and seeing them through to resolution.
The ability to use your own initiative and work effectively with minimal supervision.
Excellent written and verbal communication skills.
A positive, enthusiastic and proactive attitude.
Strong problem-solving and investigative skills, with the ability to identify root causes and find practical solutions.
The confidence to manage challenging conversations and handle complaints professionally.
Good organisational skills and strong attention to detail.
Competent IT skills, including Microsoft Excel and Word, with the ability to adapt to new systems.
The ability to build positive relationships with customers and colleagues across the business.
A team-focused approach, with the willingness to support colleagues, lead by example and step up when required.
A continuous improvement mindset and the confidence to suggest better ways of working.
Above all, my client is looking for someone who takes pride in their work, is keen to develop and has the confidence and initiative to grow into a senior customer service role.

Benefits

Competitive salary of £26,000–£30,000, depending on experience.
22 days' annual leave plus Bank Holidays.
Birthday day off.
NEST Workplace Pension.
Health care cash plan (after qualifying period).
Employee discount portal.
Employee Assistance Programme (EAP).
Free on-site parking.

Working Hours

Monday to Friday.
8:30am–5:00pm.
39 hours per week.
Rotational early finish on Thursday or Friday.
No weekend working.
Office-based role.

Apply Today

If you have a strong customer service background, a positive and proactive approach, and are ready to take the next step in your career, this could be the ideal opportunity for you.

My client is keen to hear from candidates who are confident taking ownership, quick to learn, and motivated to make a positive contribution to the team.

To apply, contact Charlotte Keenan on (phone number removed) or email with your CV

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