Customer Service Advisor in South Shields

Are you passionate about delivering excellent customer service and helping customers find solutions?

We are looking for two Customer Service Advisors to join our busy Multi-Client Team in Boldon.

In this varied and rewarding role, you'll support customers across multiple client accounts, handling enquiries through telephone, email, live chat, and other communication channels.

No two days are the same, and you'll have the opportunity to develop your skills across a range of industries, systems, and customer requirements.

If you’re passionate about delivering excellent customer service and enjoy working in a fast-paced, supportive team environment, we’d love to hear from you.

What you’ll be doing

• Responding to customer enquiries via phone, email, live chat, and other channels.
• Managing customer queries from initial contact through to resolution.
• Providing accurate information and support across multiple client accounts.
• Processing orders, amendments, refunds, bookings, and customer requests.
• Maintaining accurate records within CRM and client systems.
• Resolving complaints and escalating more complex issues when required.
• Working to service level agreements, quality standards, and KPIs.
• Collaborating with colleagues, internal departments, and client representatives.
• Ensuring compliance with data protection and confidentiality requirements.

Additional Information

The Contact Centre operates between 08:00 and 20:00, Monday to Sunday.

You will work 40 hours per week on a rota basis within these operating hours

Typical shift patterns include:

• 08:00 - 16:30
• 09:00 - 17:30
• 09:30 - 18:00
• 11:30 - 20:00

Weekend work forms part of the rota, typically involving either a Saturday or Sunday every other week, with a day off during the week in lieu

What we’re looking for

• Previous experience in customer service, contact centre, retail, hospitality, administration, or another customer-facing environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and organisational abilities.
• Confidence working with multiple systems and processes.
• Good attention to detail and accuracy.
• Ability to remain calm under pressure and handle challenging situations professionally.
• Adaptable, positive, and customer-focused approach.
• Ability to work both independently and as part of a team.

About Company

We are the UK’s leading delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to delivery excellence to our customers.

We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeded both our business and personal development goals.

We are a ‘family’ of uniquely different people with strengths in the areas we work in and always have the opportunity to be curious to enhance ourselves.

We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.

• 23 days' annual leave
• Company Pension
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Critical Illness cover
• Access to our prestige benefits and rewards portal.
• Access to a well-established Employee Assistance Programme provider.
• And other excellent benefits you'd expect from a market leader.