The Care Advisor plays a key role in supporting fair, timely and effective resolution for customers by progressing queries, gathering accurate information and maintaining momentum across the Care and Resolution function.
The role focuses on high quality execution, clear communication and strong internal coordination, working in close partnership with Customer Relationship Managers (CRMs) and Resolution Experts to ensure customer issues are progressed efficiently and professionally.
Key tasks
Customer Query Handling
- Manage customer queries in line with defined processes and service standards
- Provide clear, accurate and professional responses to customers
- Resolve straightforward customer issues independently where appropriate
- Maintain ownership of assigned queries through to resolution or escalation
- Task Execution and Information Gathering
- Gather and validate documentation including invoices, job sheets, quotations and service records
- Liaise with internal teams to progress customer queries and remove blockers
- Ensure information captured is accurate, complete and up to date
- Support invoice related queries in collaboration with specialist teams
Query Progression and Escalation
- Monitor open queries to ensure momentum is maintained
- Identify when issues are becoming complex or require escalation
- Escalate appropriately to Customer Relationship Managers or Resolution Experts
- Support CRMs by progressing defined actions on complex or prolonged cases
- Provide continuity of support during CRM absence
System, Process and Quality
- Maintain accurate and timely updates within case management and customer systems
- Support visibility of open, aged and pending queries
- Contribute to backlog management and workload prioritisation
- Follow agreed processes, escalation pathways and governance requirements
Collaboration and Team Contribution
- Work in close partnership with assigned Customer Relationship Managers
- Build effective working relationships with Operations, Finance, Account Managers and Invoice Queries
- Maintain strong regional working relationships (eg ROMs)
- Share learning and feedback to support continuous improvement
Key Skills and Experience
- Experience in a customer service or support role
- Clear written and verbal communication skills
- Strong organisational and time-management capability
- High attention to detail and accuracy
- Ability to follow structured processes and work across multiple systems
- Experience working with case management or CRM systems
- Exposure to invoice or billing related queries
- Experience working in a contract based or regulated environment
- Interest in developing into more senior customer or relationship roles
Personal Attributes
- Customer focused and solutions oriented
- Reliable and accountable
- Calm and professional under pressure
- Open to learning and development
- Comfortable working as part of a structured team model
Key Outcomes
- Timely and accurate progression of customer queries
- High quality information supporting complex case management
- Reduced delays and rework within Care and Resolution
- Consistent, professional customer communication
- Strong operational support to CRMs and Resolution Experts
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