Customer Service Advisor

Department Overview

The Customer Service department is committed to delivering exceptional support to our customers by managing complaints and efficiently processing claims. Through proactive engagement and a customer‑centric approach, we strive to uphold the company’s reputation for excellence and reliability while enhancing customer satisfaction scores.

The Customer Service Advisor is responsible for managing customer complaints and processing claims on behalf of our clients, ensuring all cases are handled efficiently and in line with Service Level Agreements (SLAs). subj The role is key to maintaining high customer satisfaction by delivering clear guidance, timely resolutions, and exceptional service. The postholder will collaborate with field teams and key stakeholders to ensure a smooth resolution process and continuous service improvements.

• Department: Customer Service
• Reports toarith: Customer Service and Claims Manager
• Hours of Work: 08:30-17:00 Monday‑Friday
• Rate of Pay: £25,000 p/a
• Work Location: Oak House, Knowsley
• Travel Requirements: Not Required
• Holiday Entitlements: 33 days including Bank Holidays
• Benefits: Standard Benefits Package

• Manage customer complaints via phone and email, ensuring timely and satisfactory resolution.
• Investigate complaints thoroughly, gathering all necessary information from customers, field teams, and internal departments to reach a fair outcome.
• Work within company policies and regulatory guidelines to resolve complaints in line with industry standards and client expectations.
• Provide clear and professional communication, keeping customers updated on their complaint progress and setting realistic expectations.
• Identify root causes of recurring complaints and elevate issues where necessary to improve overall service.
• Log and track complaints accurately in CRM systems to ensure transparency and compliance.
• Collaborate with field teams and stakeholders to ensure effective resolution and continuous service improvement.

• Proven experience in complaint handling within a customer service environment, preferably in telecommunications or a related industry.
• Experience managing customer complaints via phone and email, ensuring timely and effective resolution.
• Strong background in working with Service Level Agreements (SLAs) and meeting performance targets.
• Experience in claims processing and dispute resolution is desirable but not essential.
• Previous experience collaborating with field teams, internal departments, and stakeholders to resolve customer issues.
• Experience using CRM systems and customer service software to log and track cases accurately.
• A track record of delivering exceptional customer service and maintaining professionalism in high‑pressure situations.
• Experience identifying root causes of complaints and suggesting improvements to enhance service delivery.
• Strong complaint‑handling experience with the ability to de‑escalate difficult situations.
• Excellent communication and active listening skills, with the ability to handle challenging conversations professionally.
• Experience in customer service, complaints resolution, or dispute management in a fast‑paced environment.
• Strong problem‑solving and analytical skills to investigate and resolve customer issues effectively.
• Ability to collaborate with field teams, managers, and stakeholders to drive service improvements.
• High attention to detail with strong record‑keeping and data entry skills.
• Proficiency in using customer service software and CRM systems.
• Ability to work under pressure and meet SLA deadlines while maintaining excellent customer service standards.
• GCSEs (or equivalent) in English and Mathematics – essential for strong communication and numerical skills.
• NVQ Level 2 or 3 in Customer Service (or equivalent) – desirable but not essential.
• Certification in Complaint Handling or Conflict Resolution – an advantage.
• Experience or training in telecommunications industry standards and regulations – desirable.
• Proficiency in CRM systems and customer service software – relevant training or certification is beneficial.

MJ Quinn is committed…