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- Tasks: Provide top-notch support to clients, triaging website issues and ensuring a positive experience.
- Company: Dynamic company in Leicester with a focus on client support and innovation.
- Benefits: Unlimited holiday, health care, professional development, and discounts.
- Other info: Great opportunities for career progression into technical roles.
- Why this job: Kickstart your career in tech while helping clients solve real problems.
- Qualifications: Strong communication skills and previous customer service experience required.
The predicted salary is between 25000 - 30000 ÂŁ per year.
We’re looking for a Customer Service Advisor to join our Client Support and Infrastructure Desk, based onsite at our office in Leicester City Centre. Reporting to the Client Support and Infrastructure Manager, you will be the first point of contact for our clients when they need help with their websites—triaging issues, keeping clients informed, coordinating with our developers and DevOps engineers to resolve problems, and ensuring every client’s support experience is positive. You will support clients across our platform specialisms (Adobe Commerce, BigCommerce, Shopify, Drupal, and WordPress). You don’t need to be a developer—you need to understand websites well enough to triage issues intelligently and communicate clearly with both clients and technical colleagues.
You will work from our Leicester office 4 days per week and one day per week remotely, reporting to the Client Support and Infrastructure Manager. You will work 37.5 hours per week, normally between 09:00 and 17:00, including a 30‑minute lunch break. Working patterns are agreed when you join. The department operates a 24‑hour on‑call system; you’ll be part of this to ensure year‑round coverage. Employees on the scheme are entitled to an on‑call allowance and time and a half for any issue resolution.
Responsibilities
- Answer incoming client enquiries and provide prompt, professional support
- Triage incoming tickets and assess priority against SLA, routing to the right specialist (Support Developer or DevOps Engineer) with clear context and supporting information
- Own client communication throughout the ticket lifecycle—setting expectations, providing updates, and closing the loop clearly
- Engage with clients in a helpful and professional way, actively listening to their concerns and offering solutions in line with company policies
- Perform initial fault finding and escalates issues to second‑line support when necessary
- Stay current with our platform specialisms (Adobe Commerce, BigCommerce, Shopify, Drupal, WordPress) and our clients’ specific configurations, so you can triage and convey information clearly
- Coordinate with third‑party providers to address issues, mitigate risks, and maintain strong working relationships
- Assist with emergency and high‑priority incidents as part of the escalation process
- Manage support tickets and time tracking in line with company policies to ensure Support Desk SLAs can be reliably tracked and reported on
- Contribute to monthly service reports for each client, covering tickets raised, SLA adherence, incidents, and releases
- Collect and report client feedback to help identify best practices and areas for improvement
- Work with AI‑enabled tools (triage assistance, knowledge base copilots, automated reporting) as part of our continuously improving ways of working
- Undertake other support‑related duties as requested
Qualifications
- Excellent written and oral communication skills
- Previous customer service experience in a digital or online environment (essential)
- Customer support experience, including support ticketing systems (Jira ideally)
- Ability to organise multiple simultaneous client contacts, often to tight deadlines
- A way of working that fits both solo tasks and team‑based work
- A good working understanding of how websites work to describe issues clearly to technical colleagues
- Familiarity with eCommerce or CMS platforms (Adobe Commerce / Magento, BigCommerce, Shopify, Drupal, WordPress) but isn’t essential
- Calm and professional under pressure, particularly when clients are escalating or incidents are live
- Curious about technology, with an interest in developing toward a more technical role over time (optional path, not an expectation)
Career Path
The Customer Service Advisor role is an entry point into our Client Support and Infrastructure Desk. We actively support progression for people who want it into more technical roles (Support Developer, DevOps Engineer) or into delivery and management, and we’ve seen this happen for people already in the team. We’ll work with you to build the skills and experience you need to take the path that suits you.
Benefits
- Unlimited holiday (paid annual leave)
- Employee health care (after one year’s service)
- Professional development
- EAP Programme
- Pension Scheme
- Healthcare and pension plans
- Discounted city parking
- Free snacks
- Cycle Scheme, shops and restaurant discounts, referral schemes
Customer Service Advisor in Leicester employer: Publitek
Contact Detail:
Publitek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Leicester
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and the platforms they work with. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Advisor, you'll need to engage with clients effectively. Role-play common scenarios with friends or family to build your confidence in handling various client interactions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team at StudySmarter. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Advisor in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills: Since you'll be the first point of contact for our clients, make sure your written application highlights your excellent communication skills. Use clear and concise language to demonstrate how you can effectively engage with clients and convey information.
Tailor Your Experience: We want to see how your previous customer service experience relates to this role. Be specific about your past roles and how they’ve prepared you for handling client enquiries and triaging issues in a digital environment.
Get Technical (But Not Too Technical): While you don’t need to be a developer, showing that you understand how websites work is key. Mention any familiarity with eCommerce or CMS platforms like Shopify or WordPress to give us confidence in your ability to communicate with technical colleagues.
Apply Through Our Website: We encourage you to apply directly 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 on joining our team!
How to prepare for a job interview at Publitek
✨Know Your Platforms
Familiarise yourself with the eCommerce and CMS platforms mentioned in the job description, like Adobe Commerce, Shopify, and WordPress. Being able to discuss these platforms confidently will show that you understand the technical side of customer service.
✨Practice Active Listening
During the interview, demonstrate your ability to listen actively. When asked questions, take a moment to think before responding, and ensure you address the interviewer’s concerns directly. This will reflect your capability to engage with clients effectively.
✨Showcase Your Communication Skills
Prepare examples from your previous experience where you successfully communicated complex information to clients or colleagues. Clear communication is key in this role, so highlighting your skills here will be beneficial.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you might need to triage a hypothetical client issue. Think through how you would approach problem-solving and managing client expectations, as this will showcase your practical understanding of the role.