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- Tasks: Provide top-notch customer support via phone and email, resolving queries efficiently.
- Company: Join a supportive team in a dynamic customer operations environment.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Previous customer service experience and strong communication skills required.
- Other info: Collaborative culture with a focus on continuous improvement and training.
The predicted salary is between 24000 - 25000 £ per year.
Chester (Hybrid – 1 day in the office following training)
Salary: £24,286
Working Hours: Full-time | Monday to Friday, 8:30am–6:00pm; Rotated Saturdays, 10:00am–2:00pm (rota-based)
Contracted Availability: 8:00am–8:00pm, Monday to Friday; 10:00am–2:00pm on Saturdays
We are recruiting on behalf of our client for a Customer Service Advisor to join their busy and supportive customer operations team. This is an excellent opportunity for someone who enjoys helping people, thrives in a structured environment, and takes pride in delivering a high standard of service.
You will be the first point of contact for customers, providing professional support across multiple communication channels and aiming to resolve queries at the first point of contact wherever possible.
The Role
- Handle inbound customer enquiries via phone and email in a professional, courteous manner
- Aim to resolve queries at first contact while delivering a positive customer experience within agreed SLAs
- Maintain accurate case logs and records using internal systems such as STARS and Track My Case
- Liaise with internal departments, particularly Customer Relations, to ensure continuity of service and support complaint resolution
- Keep customers informed with clear updates and manage follow-up actions in line with service standards
- Develop a strong understanding of the company’s products, services, and the conveyancing journey
- Contribute to process improvements and participate in ongoing training and team meetings
- Adhere to company quality standards and procedures at all times.
What Good Looks Like in This Role
Knowledge
- You will understand how to respond to customer enquiries professionally, aiming for first contact resolution
- The key stakeholders in the conveyancing process, including law firms, lenders, estate agents and search providers
- How and when to escalate complaints appropriately
- The importance of accurate case management and system logging
Skills
- You will be able to communicate clearly and empathetically with customers
- Accurately manage case updates, contact logs and follow-ups using CRM systems
- Organise call-backs and manage your workload in line with SLAs
- Adapt your communication style to meet customer needs while maintaining professionalism
- Use Microsoft Word and Excel for record keeping and communications
- Apply basic problem-solving skills to resolve queries independently where possible
Behaviours
- You will take ownership of tasks and follow through on commitments
- Maintain high standards in both written and verbal communication
- Work collaboratively with colleagues to improve service delivery
- Follow procedures consistently while recognising when escalation is required
- Strive to exceed customer expectations through proactive and supportive service
This role would suit someone with previous customer service experience who is organised, detail-focused and enjoys working as part of a team to deliver an excellent customer experience.
Customer Service Advisor employer: Pertemps Wrexham
Contact Detail:
Pertemps Wrexham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company inside out! Research their products and services, especially in the conveyancing process. This will help you answer questions confidently and show that you're genuinely interested in helping customers.
✨Tip Number 2
Practice your communication skills! Role-play with a friend or family member to get comfortable handling customer queries. The more you practice, the better you'll be at resolving issues on the first contact.
✨Tip Number 3
Be proactive during interviews! Think of examples from your past experiences where you went above and beyond for a customer. This shows that you take ownership and are committed to delivering excellent service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to embrace the digital side of customer service.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your relevant experience and skills that match the job description, like your ability to handle customer enquiries and resolve issues efficiently.
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, it’s crucial to demonstrate your communication skills in your written application. Use clear and professional language, and don’t forget to show a bit of empathy – it goes a long way!
Be Detail-Oriented: Pay attention to the details in your application. Ensure there are no typos or grammatical errors, as these can reflect on your professionalism. Also, make sure to follow any specific instructions in the application process.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Pertemps Wrexham
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Advisor role. Familiarise yourself with the key responsibilities and the skills required, such as handling customer enquiries and maintaining accurate case logs. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Practice Your Communication Skills
As a Customer Service Advisor, clear and empathetic communication is crucial. Practice answering common interview questions while focusing on how you convey your thoughts. You might even want to role-play with a friend to get comfortable with adapting your communication style to different scenarios.
✨Showcase Your Problem-Solving Abilities
Be prepared to discuss specific examples of how you've resolved customer issues in the past. Think about times when you managed to resolve queries at first contact or when you had to escalate a complaint. Highlighting these experiences will show that you can take ownership and follow through on commitments.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values.
