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- Tasks: Support customers via email, phone, and webchat while resolving their queries.
- Company: Join a dynamic team in Sheffield, focused on customer satisfaction and support.
- Benefits: Enjoy hybrid work, 25-30 days leave, free snacks, and health perks.
- Why this job: Be part of a vibrant culture that values your input and fosters growth.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Weekend work may be required during peak times, with time off in lieu.
The predicted salary is between 28800 - 43200 £ per year.
Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #1056
04 July 2025
Title: Customer Support Advisor
Department: Operations
Location:Sheffield (Hybrid, 3 days a week, 2 from home)
Full Time, Permanent
Line manager: Operations Manager
Role overview:
Providing customer support for our customers via all channels including email, phone, webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.
Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.
Key responsibilities:
- Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner.
- Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers.
- Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries.
- Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies.
- Provide technical support and assistance to customers throughout their contract lifetime.
- Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
- Work effectively as a team and autonomously.
- Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels.
- Be able to communicate effectively and listen to a customer’s specific situation and needs.
- Process advert requests and queries from our customer base.
- Have strong, up to date product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement.
- Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
- Assist other areas of the Operations department when necessary due to demand.
- Weekend work maybe required on an adhoc basis during peak seasonal times which will be provided back as time in lieu.
What will you need to succeed?
- Proven experience in effectively communication with customers, clients or similar.
- Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly.
- Collaborative approach and the ability to build internal relationships both within the team and the wider business.
- Ability to take initiative, be self-motivating, act proactively.
- Working within a multi skilled environment.
- Have a very positive work attitude including flexibility and willingness to work.
- Initiative and ability to make informed decisions within the remit of their role.
- Customer service experience; handling calls and emails, delivering excellent customer service.
- Management of customer complaints.
- Working in a high-volume environment to meet customer expectation.
- Working in an environment with remote teams.
What Do You Get in Return?
- 25 days of annual leave, increasing to 30 days
- State-of-the-art city centre offices
- Access to My Benefits World
- Discounted city centre parking
- Free fruit delivered weekly to the office
- Complimentary breakfast cereals and hot/soft drinks
- Free eye care cover
- Free Westfield Health cover
- Life assurance
- Cycle to Work Scheme
- Season ticket loan
- Employee Assistance Programme (EAP)
- Monthly paid-for social events
- Extensive Learning and Development opportunities
- Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
#J-18808-Ljbffr
Customer Support Advisor employer: Tes
Contact Detail:
Tes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor
✨Tip Number 1
Familiarise yourself with our products and services. Having a strong understanding of what we offer will not only help you answer customer queries effectively but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in handling difficult situations. Role-playing scenarios with friends or family can help you feel more confident in managing customer complaints and inquiries.
✨Tip Number 3
Showcase your ability to work in a team by sharing examples from previous experiences where collaboration led to successful outcomes. This will highlight your fit for our collaborative work environment.
✨Tip Number 4
Be prepared to discuss how you manage your time and prioritise tasks, especially in a high-volume environment. Sharing specific strategies you've used in the past can illustrate your ability to meet SLAs effectively.
We think you need these skills to ace Customer Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with the role of a Customer Support Advisor.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, communication skills, and any relevant achievements. Use bullet points for clarity and focus on quantifiable results where possible.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've successfully handled customer interactions in the past and how you can contribute to their team.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Customer Support Advisor role.
How to prepare for a job interview at Tes
✨Showcase Your Communication Skills
As a Customer Support Advisor, effective communication is key. Be prepared to demonstrate your ability to listen actively and respond clearly. Use examples from your past experiences where you successfully resolved customer issues through effective communication.
✨Understand the Company and Its Products
Familiarise yourself with the company's products and services. This will not only help you answer questions confidently but also show your genuine interest in the role. Prepare to discuss how your knowledge can enhance customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've effectively handled customer complaints or technical issues. Highlight your approach to problem-solving and how you ensure customer satisfaction while adhering to SLAs.
✨Exhibit a Positive Attitude
A positive work attitude is essential for this role. During the interview, convey your enthusiasm for helping customers and your willingness to adapt to various situations. Share examples that reflect your flexibility and proactive nature.
