CUSTOMER SERVICE ADVISOR in Knowsley

Customer Service Advisor

(Relocation planned for early 2027)

Customer Service Advisor

Location: Oak House, Knowsley (Relocation planned for early 2027)

Salary: £26,000 per annum

Hours: 8:30am to 5:00pm, Monday to Friday

Holiday: 33 days including Bank Holidays

About The Role

MJ Quinn is looking for a Customer Service Advisor to join our Customer Service team based at Oak House, Knowsley. This is a fantastic opportunity for someone with strong customer service and complaint-handling experience who enjoys problem-solving and providing customers with a positive and professional experience.

As a Customer Service Advisor, you will be responsible for managing customer complaints and processing claims on behalf of our clients. You will ensure cases are dealt with efficiently, professionally and within agreed Service Level Agreements (SLAs).

Working closely with our field teams, internal departments and key stakeholders, you will help deliver timely resolutions while ensuring customers are kept informed throughout the process.

What You’ll Be Doing

Your key responsibilities will include:

• Managing customer complaints via phone and email, ensuring they are resolved in a timely and professional manner.
• Investigating complaints thoroughly and gathering the information needed from customers, field teams and internal departments to reach a fair outcome.
• Resolving complaints in line with company policies, regulatory guidelines, industry standards and client expectations.
• Providing clear and professional communication and keeping customers updated throughout the complaint process.
• Setting realistic expectations and helping customers understand the next steps towards resolution.
• Logging and tracking complaints accurately using CRM systems.
• Identifying the root causes of recurring complaints and escalating issues where appropriate.
• Processing claims and supporting dispute resolution.
• Working collaboratively with field teams, managers and other stakeholders to resolve customer issues.
• Identifying opportunities to improve processes and the overall customer experience.
• Working towards agreed SLAs and customer service performance targets.

What We’re Looking For

We’re looking for someone who is confident communicating with customers, comfortable handling challenging conversations and able to remain professional when dealing with complaints.

Ideally, you will have:

• Previous experience in customer service and complaint handling.
• Experience managing complaints by both phone and email.
• Excellent communication and active listening skills.
• The confidence and ability to de-escalate challenging customer situations.
• Strong problem-solving and analytical skills.
• Experience working to SLAs and performance targets.
• Excellent attention to detail and accurate record-keeping skills.
• Experience using CRM systems or customer service software.
• The ability to work effectively under pressure while maintaining excellent customer service standards.
• Experience working collaboratively with different teams and stakeholders.
• GCSEs or equivalent in English and Mathematics.
• Experience within the telecommunications industry, claims processing or dispute resolution would be an advantage, but it is not essential.
• An NVQ Level 2 or 3 in Customer Service, complaint-handling or conflict-resolution qualifications would also be beneficial.

About MJ Quinn

MJ Quinn is a UK-based infrastructure services provider delivering comprehensive, end-to-end solutions across industries including telecommunications, utilities, and mechanical and electrical engineering.

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

We are guided by four core values:

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

Why Join Us?

At MJ Quinn, you’ll be joining a business that values its people and is committed to delivering excellent service to its customers and clients.

If you’re an experienced customer service professional who enjoys solving problems, supporting customers and turning difficult situations into positive outcomes, we’d love to hear from you.

Equality & Diversity

MJ Quinn is committed to creating an inclusive working environment that values diversity. We welcome applications from candidates from all backgrounds and are committed to ensuring employees, customers, suppliers and visitors are treated equally and fairly.