Customer Service Advisor

Description

Our Ripon based client, one of the UK’s largest in their industry has seen a sharp rise in demand and recently adopted a pre‑payment model. The organisation wants to maintain and improve its high level of service and is recruiting for a Customer Service Agent. This role sits within the Customer Services Team, supporting the daily operations and acting as an escalation point for complex enquiries and complaints.

Key responsibilities

• Respond to customer enquiries quickly and professionally using phone, email and other channels; search internal CRM systems to provide accurate information and ensure all enquiries are addressed promptly.
• Handle medium‑ and high‑severity cases: address complaints, process refunds, manage re-allocations and test‑cover requests following established protocols, and serve as the escalation point for serious issues.
• Collect and respond to online reviews across Trustpilot, Google and other listings; investigate and resolve complaints posted online.
• Mentor and assist other agents: guide on complex queries with the 1^st Line  Success Team, support the Team Manager in monitoring service levels and assist with training of standard operating procedures.
• Collaborate with other departments: forward misdirected enquiries to the appropriate team.

Skills and qualifications

• High professional standards and integrity, with strong conflict‑resolution and problem-solving ability.
• Excellent communication skills and a consistently positive attitude, even when dealing with demanding customers.
• Self-motivated and results-focused, with a high level of personal motivation and resilience.
• Strong written and spoken English with a high standard of grammar and attention to detail.
• Proficient computer skills and familiarity with CRM systems.
• Team‑working ability and self-discipline, with the confidence to support and mentor colleagues.
• Organisational and multitasking skills, capable of handling multiple enquiries.

This is a full time role, working Monday – Friday, paying £27495 Additional Perks: Free parking, company events, and discounts from your favourite high street and online retailers.

Interested? Email your CV to Emma at EM Recruiting TODAY!