Customer Service Advisor

We're looking for an articulate, proactive and commercially minded Customer Service Advisor to join our Wolverhampton team. This isn't a role where you'll simply answer emails using standard responses. Our Customer Service team deals with customers throughout their journey with us. You'll answer questions, investigate problems, explain sometimes complicated situations in straightforward language and take ownership of customer cases through to resolution. As we continue to invest in AI and automation, many of the simple, repetitive customer-service tasks can increasingly be handled automatically. That makes the human side of customer service even more important. We're looking for people who can think, investigate, communicate and make sensible decisions when an enquiry needs a human being rather than an automated response. What you'll be doing You'll communicate with customers across a range of channels, including telephone, email, WhatsApp, our own customer-service ticketing system and online marketplaces. Your responsibilities will include:

• Answering customer enquiries by telephone and digital channels
• Calling customers when a conversation is the quickest or best way to resolve an issue
• Helping customers with orders, deliveries, returns and product enquiries
• Managing customer cases from initial contact through to resolution
• Investigating problems rather than simply passing them to somebody else
• Supporting warranty and aftersales enquiries
• Explaining warranty processes clearly
• Dealing with returns and replacement enquiries
• Investigating missing, delayed or damaged deliveries
• Working with couriers and delivery partners to resolve problems
• Gathering and presenting information relating to suspected fraud or unusual transactions
• Working with our warehouse, dispatch, technical and repair teams
• Keeping customers informed while an issue is being investigated
• Maintaining accurate customer records and case notes
• Using our internal ticketing and customer-management systems
• Communicating with customers through online marketplaces where required
• Helping manage customer feedback and review-related enquiries, including Trustpilot
• Identifying recurring problems and raising them internally
• Suggesting improvements to our customer journey and internal processes

Taking ownership: We don't want customers being unnecessarily passed from person to person. If you're dealing with a case, we expect you to understand what has happened, investigate it properly and take ownership of progressing it. There will be guidelines and processes to follow, and some decisions will require management approval. The important thing is recognising the difference. We want people who can deal confidently with situations within their authority but also recognise when something unusual needs to be escalated. When you do something...

Customer service with commercial awareness Providing excellent service comes first, but there will also be opportunities to help customers purchase products and services that genuinely suit their needs. For example, a customer might benefit from:

• An extended warranty
• A battery upgrade
• Accessories
• Another suitable product or service

Where appropriate, you'll be encouraged to identify those opportunities. A commission scheme will allow you to earn additional income from qualifying sales, upgrades and cross-sales. This isn't a hard-sell environment. We don't want customers being pushed into products they don't need. Good commercial customer service means understanding what the customer needs and recognising when we can genuinely offer them something useful.

Career progression This doesn't have to remain a Customer Service Advisor position. As you learn the business and demonstrate your ability, there will be opportunities to progress into roles such as:

• Senior Customer Service Advisor
• Team Leader
• Supervisory and management positions
• Other departments within The Big Phone Store

We're interested in people who want to develop their skills, understand more of the business and take on greater responsibility over time.

• Customer service across telephone, email, WhatsApp and online channels
• Take ownership of customer cases from initial contact through to resolution
• Investigate problems rather than simply passing them on
• Previous customer service experience isn't essential
• Excellent spoken and written English is essential
  The Big Phone Store has been established since 1999 and is one of the UK's leading refurbished mobile phone and technology businesses.