Customer Service Advisor

This role requires a minimum of 12 months office-based or contact centre customer service experience. Candidates from retail, hospitality, or purely face-to-face backgrounds will not be shortlisted.

Overview: Multi-channel Contact Centre Customer Service Advisor role handling telephone calls, email, and live webchat — hybrid working, 3 days per week in the Altrincham office. A growing, highly regarded organisation is hiring an experienced Customer Service Advisor for its Customer Experience team. This is an office-based/contact centre role only. It is not suitable for candidates whose background is in retail, hospitality, or other face-to-face customer service — the day-to-day work is entirely telephone-, email-, and webchat-based, using CRM and case management systems, working to first-contact-resolution and SLA targets.

The Opportunity: You'll be a trusted point of contact for customers, managing enquiries across phone, email, and webchat, resolving issues efficiently and building long-term customer relationships through consistent, professional service. You'll work closely with colleagues across the business to deliver a seamless customer journey. This is a strong next step for an experienced Customer Service Advisor, Customer Support Advisor, Client Services Executive, Customer Experience Advisor, or Contact Centre Advisor looking for genuine career progression within an established customer service function.

Key Responsibilities:

• Handle customer enquiries via telephone, email, and webchat within a multi-channel contact centre environment
• Resolve customer issues with a focus on first-contact resolution
• Log and manage cases accurately using CRM/case management systems
• Build professional relationships through proactive, consistent communication
• Work closely with internal departments to ensure a seamless customer journey
• Maintain accurate customer records and administrative processes
• Respond to customer queries within agreed SLAs and quality standards
• Support continuous improvement initiatives and service excellence standards
• Manage a varied caseload while maintaining strong attention to detail

Essential Criteria:

• Minimum 12 months experience in an office-based or contact centre customer service role; this must include telephone-based customer service; retail, hospitality, or face-to-face-only experience will not meet this requirement
• Proven experience managing enquiries across multiple channels: phone, email, and webchat
• Experience using a CRM or case management system (e.g. Salesforce, Zendesk, Dynamics — name yours if relevant)
• Excellent written and verbal communication skills
• Comfortable working to SLA/KPI-based targets in a fast-paced office environment

Desirable:

• Experience working to SLA or KPI-based service targets
• Previous experience within a regulated or professional services environment
• Familiarity with complaint handling procedures

Career Development and Progression: This organisation invests in its people through structured training, ongoing personal development, and clearly defined progression pathways. Support for professional qualifications includes financial assistance and up to six days' paid study leave per year.

Benefits:

• 24 days annual leave plus Bank Holidays, increasing with length of service
• Birthday off every year
• Financial support towards professional qualifications
• Up to six days paid study leave
• Ongoing training and personal development
• Clear career progression opportunities
• Company social events, incentives and recognition programmes
• Casual dress policy
• Long service awards
• Enhanced maternity and paternity benefits
• Mental health support services and trained mental health first aiders
• Personal accident insurance cover
• Complimentary fresh fruit twice weekly
• Great Place to Work certified employer

If you have office-based or contact centre customer service experience across phone, email, and webchat, apply today.