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- Tasks: Manage complex customer cases and provide top-notch support to the team.
- Company: Join a growing business with a strong customer service focus.
- Benefits: Flexible salary, part-time options, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth in a collaborative team.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Experience in customer service and strong problem-solving skills.
The predicted salary is between 25000 - 30000 £ per year.
An opportunity has arisen to join an established customer service team in a role focused on managing more complex customer enquiries and complaints. The successful candidate will act as a key escalation point, carrying out detailed investigations, liaising with suppliers, and ensuring cases are progressed efficiently through to resolution. In addition to handling complex cases, this role will also provide support to the wider customer service team, assisting with day-to-day customer queries and ensuring a consistently high standard of service.
Key Responsibilities
- Manage complex customer cases from initial enquiry through to final resolution, ensuring issues are handled efficiently and professionally.
- Investigate customer complaints thoroughly, identifying root causes and implementing appropriate solutions.
- Liaise with suppliers to investigate product or service issues and coordinate replacement parts where required.
- Maintain clear and proactive communication with customers throughout the lifecycle of their case.
- Ensure all case activity is accurately recorded and documented within internal systems.
- Work collaboratively with internal teams to resolve issues and improve customer outcomes.
Additional Customer Service Responsibilities
- Handle inbound customer enquiries from both retail and trade customers.
- Listen carefully to customer concerns and aim to resolve queries at the first point of contact where possible.
- Monitor and manage cases through the internal case management system.
- Support colleagues across the customer service team to maintain high service standards.
- Provide customers with regular updates on the progress of their enquiries or reported issues.
Essential Skills and Experience
- Proven experience handling complex customer cases, escalations, or technical customer support.
- Strong investigative and problem-solving abilities.
- Excellent communication skills with a confident and professional telephone manner.
- Ability to manage workload effectively in a busy environment.
- High level of attention to detail and strong IT skills.
Desirable Experience
- Experience within the fenestration industry (windows, doors, glazing) or the wider home improvement sector.
About the Role
This is a permanent position within a growing business that continues to expand year on year. The role would suit someone who is proactive, adaptable, and confident in managing more complex customer matters while supporting a collaborative team environment.
Customer Service Advisor employer: Porterhouse Recruitment
Contact Detail:
Porterhouse Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Network like a pro! Reach out to friends, family, and former colleagues to let them know you're on the hunt for a Customer Service Advisor role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a mate to throw some common customer service questions your way. This will help you feel more confident and articulate when discussing your experience with complex cases and problem-solving.
✨Tip Number 3
Show off your personality! When you get that interview, let your passion for customer service shine through. Share stories about how you've handled tricky situations and what you learned from them – it’ll make you memorable!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are keen to join our team. Plus, it shows you’re genuinely interested in being part of our customer service family.
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 experience with complex customer cases and problem-solving skills, as these are key for us at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of communication, be sure to showcase your excellent communication skills in your application. Use clear and professional language to demonstrate how you can handle customer queries effectively.
Detail Your Experience: When listing your previous roles, focus on your experience with managing customer complaints and escalations. We want to see how you've tackled challenges in the past and what solutions you implemented.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Porterhouse Recruitment
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of customer service, especially when it comes to handling complex cases. Brush up on common issues in the fenestration industry if you can, as this will show your potential employer that you're genuinely interested and prepared.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific examples where you've successfully resolved complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your investigative skills and how you implemented solutions.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. During the interview, ensure you listen carefully to questions and respond thoughtfully, demonstrating your professional telephone manner.
✨Ask Insightful Questions
Prepare a few questions to ask at the end of the interview. This could be about the team dynamics or how they measure success in customer service. It shows you're engaged and interested in the role, plus it gives you a chance to assess if the company is the right fit for you.