Customer Support Advisor

Customer Support Advisor
Customer Service Bolton Permanent Sep 29, 2026

Customer Support Advisor

• Location: Horwich Bolton, Premex House.
• Salary: £26,152.00
• Hours: 37.5 hours per week either 9.00-5.00 or 9.00 – 5.30.

Are you a people-focused professional with excellent communication skills and a passion for delivering outstanding customer service? We are looking for a Customer Support Advisor to join our growing team, providing first-class support to solicitors, medical experts, suppliers, and claimants throughout the case journey.

The Role

As a Customer Support Advisor, you will be the first point of contact for incoming and outgoing calls, managing a range of enquiries and ensuring every interaction is handled professionally, accurately, and with empathy. You will take ownership of customer queries, aiming for first-call resolution wherever possible, while keeping all parties updated on case progress and delivering an exceptional customer experience throughout.

Key Responsibilities

• Handle inbound and outbound telephone calls from claimants, solicitors, medical experts, and suppliers.
• Provide clear, professional, and accurate information regarding case progress and enquiries.
• Book medical legal appointments, ensuring convenience for clients and compliance with conflict-of-interest requirements.
• Manage sensitive and complex cases with empathy and professionalism.
• Take ownership of customer queries and follow through to resolution.
• Identify opportunities to improve processes and reduce repeat calls.
• Maintain excellent relationships with clients, customers, and medical experts.
• Accurately prepare, process, and manage case documentation.
• Ensure all written correspondence is completed to a high standard with excellent spelling and grammar.
• Work across multiple systems while adhering to company procedures and service standards.
• Escalate complaints appropriately and support swift resolution.
• Participate in training and continuously develop business and industry knowledge.

About You

• An excellent communicator with strong verbal and written skills.
• Confident and professional on the telephone.
• Customer-focused with a genuine desire to help others.
• Detail-oriented and committed to producing accurate work.
• A strong problem solver who can work independently and use their initiative.
• Comfortable working under pressure and managing a varied workload.
• IT literate and confident using multiple systems.
• Friendly, reliable, punctual, and a positive team player.

Experience Required

• Strong communication and customer service skills.
• Ability to manage multiple tasks and work accurately in a fast-paced environment.

Desirable

• Previous telephony or call centre experience.
• Experience within a customer service environment.
• Experience working with case management systems or administrative processes.
• What We Offer
• Comprehensive training and ongoing development.
• Supportive and collaborative team environment.
• Opportunity to build a rewarding career within a growing business.
• A role where you can make a genuine impact on customer outcomes every day.
• If you are passionate about delivering exceptional customer service and thrive in a busy, people-focused environment, we'd love to hear from you.
• BH1376
• IND2

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