Customer Service Advisor (Inbound Calls & Complaints Handling)

Working as part of a close-knit team, this well-established national company is looking to strengthen its customer service function by hiring a Customer Service Advisor to act as the first point of contact for customers.

This is a telephone-based role where you’ll manage inbound enquiries, take ownership of customer issues, and confidently handle complaints through to resolution.

What’s in it for you?

• Hours: Monday to Friday, 9am to 5pm with a 4.30pm finish on a Friday
• Salary: £27,000
• 20 days holiday plus bank holidays
• Free on-site parking
• Dress down Friday
• Career progression
• Regular pay reviews

The Customer Service Advisor Role

As a key member of the team, you’ll deliver high-quality customer experience across every interaction, particularly when dealing with more complex issues.

• Act as the first point of contact for inbound customer calls
• Handle a high volume of enquiries, providing accurate information and support
• Take full ownership of customer complaints, investigating issues and driving them through to resolution
• Manage challenging conversations with professionalism, empathy, and confidence
• Escalate complex cases where required, ensuring customers are kept informed at all times
• Work closely with internal departments to track orders, resolve issues, and provide updates
• Maintain accurate customer records using CRM systems
• Capture customer feedback and identify trends to support continuous improvement

About You:

• Previous experience in a Customer Service Advisor / Call Centre / Contact Centre role
• Comfortable handling customer complaints and difficult conversations
• Strong problem-solving skills with the ability to resolve issues efficiently and fairly
• Excellent communication skills – both verbal and written
• Confident using CRM systems and Microsoft Office (Salesforce experience desirable)
• A calm, professional, and empathetic approach
• Highly organised with strong attention to detail

This is a great opportunity for an experienced Customer Service Advisor who enjoys resolving problems, supporting customers, and making a real-impact – especially in situations where complaints handling and customer care are key.