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For Companies At a Glance
- Tasks: Be the go-to person for client queries and provide top-notch support.
- Company: Join Decant Index, a leader in wine and whisky investment services.
- Benefits: Enjoy performance bonuses, a supportive team, and opportunities for growth.
- Why this job: Make a real impact by enhancing client satisfaction and loyalty.
- Qualifications: 1-2 years in customer support; strong communication and empathy skills required.
- Other info: WSET qualification or interest in wine is a bonus!
The predicted salary is between 30000 - 42000 £ per year.
We’re looking for a proactive and client-focused Customer Service Executive to deliver world-class support for our high-value clients at Decant Index. In this role, you will be the first line of support for client enquiries, managing key relationships where no Account Manager or Director is assigned, and playing a critical role in maintaining satisfaction and loyalty.
Key Responsibilities
- Act as the primary point of contact for all web chat enquiries and support requests received via the Decant Index marketplace.
- Deliver prompt and professional 1st and 2nd line support for all customer needs, including onboarding, technical questions, and investment-related queries.
- Manage client relationships where no Account Manager or Director is assigned, ensuring continuity of care and a premium service experience.
- Take full ownership of early exit requests, working sensitively with clients to understand their needs and retain their confidence.
- Resolve issues efficiently, with the goal of reducing complaints and enhancing overall client satisfaction.
- Track all interactions and ensure follow-ups are conducted in a timely, helpful, and consistent manner.
- Escalate more complex investment issues to senior team members while maintaining oversight of client outcomes.
- Maintain service records and feedback loops to improve response times and identify common pain points.
- Meet clear service and satisfaction targets, with performance bonuses tied to successful issue resolution and retention outcomes.
- Champion the voice of the customer internally, sharing insights and feedback to improve processes and product offerings.
Key Skills & Experience
- 1–2 years in a customer support, complaints handling or client retention role, ideally in financial services, marketplaces, or luxury sectors.
- Strong communication and empathy skills, with the ability to manage sensitive or high-pressure client conversations with confidence.
- Experience managing a support inbox, live chat systems, or ticketing platforms preferred.
- Calm under pressure, highly organised, and able to manage multiple clients' needs simultaneously.
- Commercial awareness and sound judgement when dealing with early exit requests or dissatisfaction.
- Passionate about delivering outstanding service and helping clients achieve a smooth, rewarding experience.
- WSET qualification or interest in wine and whisky investment is a plus.
Contact Detail:
Decant Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the Decant Index marketplace and its offerings. Understanding the products and services we provide will help you engage confidently with potential clients and demonstrate your commitment to delivering exceptional service.
✨Tip Number 2
Brush up on your communication skills, especially in handling sensitive conversations. Practising active listening and empathy will prepare you for the high-pressure client interactions that are crucial in this role.
✨Tip Number 3
Gain experience with customer support tools like live chat systems or ticketing platforms. Familiarity with these technologies will not only make you more efficient but also show us that you're ready to hit the ground running.
✨Tip Number 4
If you have an interest in wine and whisky investment, make sure to highlight it! This knowledge can set you apart from other candidates and demonstrate your passion for the industry, which is a big plus for us.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in financial services or luxury sectors. Emphasise skills like communication, empathy, and organisation that align with the role's requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle sensitive client interactions. Use specific examples from your past experiences to demonstrate how you meet the key responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, clearly outline your experience with support inboxes, live chat systems, or ticketing platforms. Mention any commercial awareness or judgement you've demonstrated in previous roles, especially regarding client retention.
Show Enthusiasm for the Industry: If you have a WSET qualification or an interest in wine and whisky investment, be sure to mention it. This can set you apart from other candidates and show your genuine interest in the company's offerings.
How to prepare for a job interview at Decant Group
✨Showcase Your Communication Skills
As a Customer Service Advisor, strong communication is key. Be prepared to demonstrate your ability to articulate thoughts clearly and listen actively during the interview. Use examples from your past experiences where you successfully managed client conversations, especially in high-pressure situations.
✨Demonstrate Empathy and Understanding
This role requires a high level of empathy when dealing with clients. During the interview, share instances where you handled sensitive issues or complaints with care. Highlight how you understood the client's perspective and worked towards a resolution that satisfied their needs.
✨Familiarise Yourself with the Company
Research Decant Index and understand their services, values, and client base. Being knowledgeable about the company will not only help you answer questions more effectively but also show your genuine interest in the role and the organisation.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific examples from your previous roles where you resolved issues or improved client satisfaction, and be ready to discuss these in detail.
