Customer Service Advisor

The Role

We are looking for a confident and customer-focused Customer Service Advisor to join a busy and supportive team.

This is a varied role where you will be responsible for providing a high standard of service, responding to customer queries and ensuring issues are resolved efficiently and accurately. You will build positive relationships with customers, take ownership of queries from start to finish and work closely with internal teams to ensure a smooth customer experience.

The ideal candidate will be comfortable working in a fast-paced environment, have excellent attention to detail and enjoy helping people. You'll need to be organised, professional and confident communicating with customers across different channels.

Key Responsibilities

• Act as a key point of contact for customers, responding to queries by phone, email and other communication channels.
• Build and maintain positive relationships with customers, providing a professional and helpful service at all times.
• Take ownership of customer queries and ensure they are followed through to resolution.
• Investigate issues, identify appropriate solutions and escalate more complex matters where necessary.
• Provide accurate information and guidance to customers in a clear and professional manner.
• Keep customer records and internal systems up to date.
• Work collaboratively with colleagues and other teams to resolve queries efficiently.
• Identify recurring issues and contribute to improvements in the overall customer experience.
• Manage a varied workload while maintaining accuracy and meeting agreed service standards.
• Handle sensitive or confidential information appropriately.
• Support the wider team with administrative and customer-related tasks when required.

About You

We're looking for someone who:

• Has previous experience in a customer service, client services or customer-facing role.
• Is confident communicating with people over the phone and in writing.
• Has excellent attention to detail and takes pride in getting things right.
• Can manage multiple queries and priorities in a busy environment.
• Is naturally helpful, approachable and solutions-focused.
• Can remain calm and professional when dealing with challenging queries.
• Is comfortable using computer systems and learning new software quickly.
• Takes ownership and doesn't wait to be told when something needs resolving.
• Works well as part of a team but is equally comfortable managing their own workload.

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