Job Description:

Customer Service Senior Advisor

Castle Donington
Competitive Salary + Excellent Benefits
Full-Time | Permanent | Office-Based

I am recruiting for my client based in Castle Donington

Are you an experienced customer service professional looking to take the next step in your career? My client is seeking a proactive and customer-focused Customer Service Senior Advisor to join their busy and supportive team.

This is an exciting opportunity to join a well-established business where you'll play a key role in delivering exceptional customer service, resolving escalated enquiries, and driving continuous improvements across the customer service function.

The Role

As a Customer Service Senior Advisor, you will be responsible for managing customer enquiries from start to finish, ensuring every interaction is handled professionally and efficiently. You'll build strong relationships with customers and internal teams while taking ownership of escalated complaints and identifying opportunities to improve processes.

Key Responsibilities

• Manage and resolve customer enquiries from initial contact through to resolution.
• Conduct thorough investigations, asking the right questions to identify root causes.
• Accurately record and update customer information using the CRM system.
• Communicate with customers via telephone and email.
• Handle customer complaints professionally and effectively.
• Build positive working relationships with customers and internal departments.
• Process customer orders accurately using the sales order system.
• Record and report quality control issues where required.
• Carry out root cause analysis on recurring customer issues.
• Manage escalated customer complaints and work towards positive resolutions.
• Produce reports on customer complaints and identify trends for improvement.
• Support colleagues and cover additional departmental duties when required.
• Represent the customer service team in cross-functional meetings.
• Drive continuous improvement initiatives and help enhance existing processes.

About You

The successful candidate will have:

• Previous experience in a similar customer service role.
• Excellent communication skills, both written and verbal.
• Strong negotiation and influencing abilities.
• The confidence to challenge appropriately while maintaining empathy.
• Excellent investigation and problem-solving skills.
• Strong organisational skills with exceptional attention to detail.
• Good IT skills, including Microsoft Excel and Word.
• The ability to build strong relationships with customers and colleagues.
• Experience taking ownership of customer accounts and escalations.
• The ability to lead by example.
• A proactive attitude with a passion for continuous improvement.
• The ability to work independently and as part of a team.

Benefits

• Competitive salary.
• 22 days holiday plus Bank Holidays.
• Birthday day off.
• NEST Workplace Pension.
• Health care cash plan (after qualifying period).
• Employee discount portal.
• Employee Assistance Programme (EAP).
• Free on-site parking.

Working Hours

• Monday to Friday
• 8:30am – 5:00pm
• 39 hours per week
• Rotational early finish on Thursday or Friday
• No weekends
• Office-based role

Apply Today

If you're passionate about delivering outstanding customer service and are looking for your next career opportunity, we'd love to hear from you.

To apply, contact Charlotte Keenan on (phone number removed) or email (url removed) with your CV.