We’re working with a growing, customer-focused business looking for an experienced Customer Service Advisor to join their team. This is an initial contract position with a very real opportunity to become permanent.

This is a brilliant opportunity for someone who comes from a busy contact centre or customer service environment, understands what it means to work to KPIs and enjoys delivering a genuinely great customer experience.

You’ll be supporting customers across telephone, email and live chat, handling a variety of enquiries and taking ownership from initial contact through to resolution.

The role

Working as part of a busy customer service team, you’ll be responsible for delivering a consistently high standard of service whilst working within a structured, KPI-driven environment.

Your responsibilities will include:

• Handling inbound customer enquiries across telephone, email and live chat

• Taking ownership of queries and seeing them through to resolution

• Managing more complex or sensitive customer issues calmly and professionally

• Building rapport quickly and delivering a warm, personalised service

• Making proactive outbound calls where required

• Working to individual and team KPIs, including productivity, quality and customer satisfaction measures

• Balancing efficiency with providing the right outcome for the customer

• Maintaining accurate records of customer interactions

• Working closely with other teams to resolve queries and ensure a seamless customer journey

• Identifying opportunities to improve the customer experience

• Acting as a positive ambassador for the business at every interaction

About you

For this role, we’re particularly interested in people who have worked within a contact centre, call centre or high volume customer service environment and are comfortable working within a structured, performance-led team.

You’ll ideally have:

• Previous contact centre or telephone based customer service experience

• Experience working to KPIs, targets or service levels

• A strong understanding of what excellent customer service looks like

• Excellent communication skills, both verbally and in writing

• Confidence handling challenging conversations and customer complaints

• The ability to work at pace and manage multiple enquiries

• A solutions focused approach and willingness to take ownership

• Strong attention to detail

• Confidence using CRM systems and multiple digital platforms

• A collaborative, team-focused approach

Experience within luxury retail, fashion or e-commerce would be a nice addition, but certainly isn’t essential. We’re much more interested in finding someone who understands a busy customer service environment, is comfortable being measured against KPIs and genuinely enjoys helping customers.

If you’re an experienced customer service professional looking for an opportunity where you can bring your contact centre experience into a premium, growing business, we’d love to hear from you!