At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and resolve queries efficiently.
- Company: Join a leading global eCommerce brand with a supportive team culture.
- Benefits: Earn up to £27,500 with excellent benefits and career progression.
- Other info: Ideal for those passionate about eCommerce and looking for stability.
- Why this job: Enjoy a fast-paced role with real ownership and impact in eCommerce.
- Qualifications: Strong customer service experience and excellent communication skills required.
The predicted salary is between 24750 - 30250 £ per year.
As a Senior Customer Service Advisor, you will lead by example in delivering exceptional customer experiences while providing day-to-day support, guidance and coaching to a team of Customer Service Advisors. You will act as the first point of escalation for customer queries, ensuring issues are resolved efficiently and in line with company policies and service standards.
Working closely with management, you will monitor team performance, identify development opportunities and support the achievement of departmental objectives. You will help drive service excellence through continuous improvement initiatives, quality assurance and employee engagement.
Location: Near Stoke-on-Trent (Staffordshire) commutable from Stoke-on-Trent, Kidsgrove, Keele, Newcastle-under-Lyme and surrounding areas.
Sector: E-commerce, Online Marketplaces, Customer Service, Order Processing.
Type: Full-time, Permanent. Up to £27,500 and excellent benefits to join an established and expanding business.
An exciting new role for a customer service and e-commerce professional: an excellent opportunity as our client is expanding its B2C e-commerce and online marketplace operations and is looking for a proactive Senior Customer Service Advisor or Customer Services Manager to deliver a first-class customer experience across its website and major online platforms.
If you enjoy problem-solving, supporting customers, and working in a fast-paced digital environment, this role offers stability, variety and long-term progression.
What You’ll Be Doing:
- Handling customer enquiries across e-commerce marketplaces (company website + Amazon/eBay-style platforms).
- Responding via telephone, email, and webchat.
- Managing customer accounts, updating details and placing manual orders.
- Working closely with 3PL partners to ensure orders are picked, packed and delivered on time.
- Managing returns and liaising with internal Quality and Product teams.
- Investigating delayed or lost deliveries with couriers and logistics partners.
- Identifying recurring issues and suggesting improvements to product listings and website content.
- Collaborating with internal teams (including Marketing) to support campaigns and maintain brand consistency.
What We’re Looking For:
- Strong customer service experience (B2C, retail, call centre or e-commerce ideal).
- Excellent communication and listening skills.
- Confident and professional telephone manner.
- Strong IT skills and ability to learn new systems quickly.
- Good working knowledge of Microsoft Office, especially spreadsheets.
- Calm under pressure with strong organisation and prioritisation.
- Customer-focused, solutions-driven and able to make sound decisions.
Location / Commutable From:
Stoke-on-Trent, Newcastle-under-Lyme, Kidsgrove, Keele, Chesterton, Cross Heath, Knutton, Wolstanton, Silverdale, Porthill, Bradwell, May Bank, Talke, Audley, Alsagers Bank, Baldwins Gate, Betley, Madeley, Woore, Whitmore, Maer, Loggerheads, Newchapel, Harriseahead, Halmer End and surrounding Staffordshire villages.
Why apply?
- Work with a leading global eCommerce brand.
- Varied, fast-paced role with real ownership.
- Great team culture and supportive environment.
- Ideal for candidates from eCommerce, fulfilment, logistics, 3PL, online retail or marketplace support.
Senior Customer Service Advisor in Stoke-on-Trent employer: HR Careers & Nationwide Recruitment Service Ltd
Join a well-established global business in Staffordshire/Crewe Borders, where your role as a Procurement Subcontractor Coordinator will be pivotal in ensuring smooth production processes. With competitive benefits, a supportive work culture, and ample opportunities for professional growth, this company values your contributions and offers a dynamic environment where you can truly make an impact from day one.
Contact Details:
HR Careers & Nationwide Recruitment Service Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HR Careers & Nationwide Recruitment Service Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HR Careers & Nationwide Recruitment Service Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Advisor in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HR Careers & Nationwide Recruitment Service Ltd:Your cover letter is your chance to shine! Tell us why you want to work at HR Careers & Nationwide Recruitment Service Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HR Careers & Nationwide Recruitment Service Ltd!
How to prepare for a job interview at HR Careers & Nationwide Recruitment Service Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
