CUSTOMER SERVICE ADVISOR

DEPARTMENT OVERVIEW

The Customer Service department is committed to delivering exceptional support to our customers by managing complaints and efficiently processing claims. Through proactive engagement and a customer-centric approach, we strive to uphold the company’s reputation for excellence and reliability while enhancing customer satisfaction scores.

JOB OBJECTIVE

As a Customer Service Advisor, you will be responsible for managing customer complaints and processing claims on behalf of our clients, ensuring all cases are handled efficiently and in line with Service Level Agreements (SLAs). You will play a key role in maintaining high customer satisfaction by delivering clear guidance, timely resolutions, and exceptional service. Additionally, you will collaborate with field teams and key stakeholders to ensure a smooth resolution process and continuous service improvements.

KEY RESPONSIBILITIES

Complaint Handling:

• Manage customer complaints via phone and email, ensuring a timely and satisfactory resolution.
• Investigate complaints thoroughly, gathering all necessary information from customers, field teams, and internal departments to reach a fair outcome.
• Work within company policies and regulatory guidelines to resolve complaints in line with industry standards and client expectations.
• Provide clear and professional communication, keeping customers updated on their complaint progress and setting realistic expectations.
• Identify root causes of recurring complaints and escalate issues where necessary to improve overall service.
• Log and track complaints accurately in CRM systems to ensure transparency and compliance.

Skills, Experience & Qualifications:

• Proven experience in complaint handling within a customer service environment, preferably in the telecommunications or a related industry.
• Experience managing customer complaints via phone and email, ensuring timely and effective resolution.
• Strong background in working with Service Level Agreements (SLAs) and meeting performance targets.
• Experience in claims processing and dispute resolution is desirable but not essential.
• Previous experience collaborating with field teams, internal departments, and stakeholders to resolve customer issues.
• Experience using CRM systems and customer service software to log and track cases accurately.
• A track record of delivering exceptional customer service and maintaining professionalism in high-pressure situations.
• Experience identifying root causes of complaints and suggesting improvements to enhance service delivery.

• This role is best suited to individuals with a strong background in complaint resolution, excellent communication skills, and a customer-first mindset.

Include a list of hard and soft skills required for the position:

• Strong complaint-handling experience with the ability to de-escalate difficult situations.
• Excellent communication and active listening skills, with the ability to handle challenging conversations professionally.
• Experience in customer service, complaints resolution, or dispute management in a fast-paced environment.
• Strong problem-solving and analytical skills to investigate and resolve customer issues effectively.
• Ability to collaborate with field teams, managers, and stakeholders to drive service improvements.
• High attention to detail with strong record-keeping and data entry skills.
• Proficiency in using customer service software and CRM systems.
• Ability to work under pressure and meet SLA deadlines while maintaining excellent customer service standards.
• GCSEs (or equivalent) in English and Mathematics – essential for strong communication and numerical skills.
• NVQ Level 2 or 3 in Customer Service (or equivalent) – desirable but not essential.
• Certification in Complaint Handling or Conflict Resolution – an advantage.
• Experience or training in telecommunications industry standards and regulations – desirable.

Proficiency in CRM systems and customer service software – relevant training or certification is beneficial.

TERMS AND CONDITIONS

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.

SUSTAINABILTY

MJ Quinn is committed to, and is investing in, a sustainable future as this is vital for the planet, our communities, customers, and business. Our sustainability goals are shaped in accordance with wider business objectives and the core foundations of sustainable development.

We have a strong history of engaging with our people and we view sustainability no differently. For MJ Quinn this means creating space for proactive participation in the discussions that shape our sustainability aspirations, learning opportunities at all levels, and harnessing employee passion.

ABOUT MJ QUINN

About MJ Quinn

MJ Quinn is a UK-based infrastructure services provider specialising in delivering comprehensive, end-to-end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.

Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer-centric approach ensures efficient, reliable service delivery while maintaining our focus on building long-term, sustainable solutions.

At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

Our Core Values

• People-Focused: We prioritise the well-being, growth, and success of our team and partners.
• Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.

Join MJ Quinn, where we combine innovation, expertise, and a values-driven culture to deliver excellence in every project.

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