As a Customer Service Advisor, you'll deal with enquiries, making sure everyone gets a clear, helpful and respectful response. You'll work under general supervision, but you'll often be trusted to make decisions and solve problems on your own.
You'll report to a Team Leader and have no supervisory responsibilities.
What you'll do
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Handle enquiries by phone, email and in person
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Gather and assess information accurately, spotting gaps or inconsistencies by listening to the customer
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Defuse difficult situations and respond in ways that don't escalate conflict
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Give initial support to customers who are worried or in difficulty, and refer them on when they need more support
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Keep accurate records and handle personal data in line with data protection requirements
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Work with colleagues, external organisations and partner agencies to come to an effective resolution.
You will:
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Seek feedback and give it constructively
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Work cooperatively and build rapport quickly
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Think critically, weigh up options and make sound decisions
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Be open to new ways of working and suggest improvements
Essential
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Minimum Level 3 qualifications (e.g. 2 A Levels, grades A–F) or equivalent experience
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Confident IT skills, including Microsoft applications
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Excellent communication and customer service skills
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Experience in a customer facing role
