Customer Care Advisor
We’re looking for a customer-focused Customer Care Advisor to deliver a high-quality service across phone, email, and digital channels. You’ll be the first point of contact for customers, taking ownership of enquiries from initial contact through to resolution and ensuring every interaction is handled professionally and efficiently.
This is a fast-paced role suited to someone who enjoys problem-solving, communicating with people, and delivering a great customer experience every time.
About the Role
At the heart of this role is delivering a consistently positive customer experience. You will engage with customers daily, responding to a wide variety of enquiries including orders, deliveries, returns, refunds, complaints, and account updates. Each interaction is an opportunity to build strong customer relationships through clear, friendly, and efficient communication.
You will investigate issues thoroughly, provide accurate information, and ensure customers are kept informed throughout the resolution process. Where necessary, you will escalate complex issues appropriately while maintaining accountability for the customer journey.
Key Responsibilities
Provide a positive, professional customer experience across phone, email, and digital channels
Act as the first point of contact for customer enquiries, owning issues through to resolution
Handle a wide range of enquiries including orders, deliveries, returns, refunds, account updates, and complaints
Investigate and resolve issues efficiently, escalating where appropriate
Provide accurate information on products, services, pricing, and policies
Process orders, quotes, returns, refunds, and account updates accurately
Maintain clear and accurate records using CRM systems
Meet service targets such as response times, accuracy, and customer satisfaction
Work closely with internal teams to ensure smooth service delivery
Identify relevant upsell or cross-sell opportunities when appropriate
Skills & Experience (Essential)
Strong verbal and written communication skills
Excellent listening and problem-solving abilities
High attention to detail and accuracy
Calm, organised, and resilient in a fast-paced environment
Comfortable handling multiple queries across phone, email, and digital channels
Previous customer service experience in a service-driven role
Desirable
Experience with B2B or trade customers
Knowledge of CRM systems such as MS Dynamics
Customer service qualifications
