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For Companies At a Glance
- Tasks: Be the go-to person for client queries and ensure top-notch support.
- Company: Join Decant Index, a leader in wine and whisky investment services.
- Benefits: Enjoy performance bonuses, flexible working options, and a supportive team culture.
- Why this job: Make a real impact by enhancing client satisfaction and loyalty in a dynamic environment.
- Qualifications: 1-2 years in customer support; strong communication and empathy skills required.
- Other info: WSET qualification or interest in wine and whisky 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 with clients more effectively 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 live chat systems or ticketing platforms if you haven't already. Familiarity with these tools will not only make you more efficient but also show us that you're ready to hit the ground running.
✨Tip Number 4
Stay updated on trends in the financial services and luxury sectors. This knowledge will enhance your commercial awareness and judgement, particularly when dealing with client concerns about investments.
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 your ability to manage client relationships.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention specific experiences where you successfully resolved client issues or improved satisfaction.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as managing support inboxes, live chat systems, and your ability to handle sensitive conversations with clients.
Showcase Your Problem-Solving Abilities: Provide examples in your application of how you've efficiently resolved issues in previous roles. This will demonstrate your capability to enhance client satisfaction and manage complaints effectively.
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 handle sensitive conversations with confidence. Use examples from your past experiences where you successfully managed client interactions.
✨Highlight Your Problem-Solving Abilities
The role requires resolving issues efficiently. Think of specific instances where you turned a negative situation into a positive outcome for a client. This will show your potential employer that you can handle challenges effectively.
✨Demonstrate Empathy and Client Focus
Empathy is crucial in customer service. During the interview, express your understanding of client needs and how you prioritise their satisfaction. Share stories that illustrate your commitment to providing a premium service experience.
✨Familiarise Yourself with the Company and Industry
Research Decant Index and the financial services sector. Understanding their marketplace and client base will help you tailor your responses and show genuine interest in the role. Mention any relevant knowledge about wine and whisky investment if applicable.
