Customer Care Advisor

Customer Care Advisor

We re looking for a customer-focused Customer Care Advisor to deliver a high-quality service across phone, email, and digital channels. You ll be the first point of contact for customers, taking ownership of enquiries from initial contact through to resolution and ensuring every interaction is handled professionally and efficiently.

This is a fast-paced role suited to someone who enjoys problem-solving, communicating with people, and delivering a great customer experience every time.

About the Role

At the heart of this role is delivering a consistently positive customer experience. You will engage with customers daily, responding to a wide variety of enquiries including orders, deliveries, returns, refunds, complaints, and account updates. Each interaction is an opportunity to build strong customer relationships through clear, friendly, and efficient communication.

You will investigate issues thoroughly, provide accurate information, and ensure customers are kept informed throughout the resolution process. Where necessary, you will escalate complex issues appropriately while maintaining accountability for the customer journey.

Key Responsibilities

• Provide a positive, professional customer experience across phone, email, and digital channels
• Act as the first point of contact for customer enquiries, owning issues through to resolution
• Handle a wide range of enquiries including orders, deliveries, returns, refunds, account updates, and complaints
• Investigate and resolve issues efficiently, escalating where appropriate
• Provide accurate information on products, services, pricing, and policies
• Process orders, quotes, returns, refunds, and account updates accurately
• Maintain clear and accurate records using CRM systems
• Meet service targets such as response times, accuracy, and customer satisfaction
• Work closely with internal teams to ensure smooth service delivery
• Identify relevant upsell or cross-sell opportunities when appropriate

Skills & Experience (Essential)

• Strong verbal and written communication skills
• Excellent listening and problem-solving abilities
• High attention to detail and accuracy
• Calm, organised, and resilient in a fast-paced environment
• Comfortable handling multiple queries across phone, email, and digital channels
• Previous customer service experience in a service-driven role

Desirable

• Experience with B2B or trade customers
• Knowledge of CRM systems such as MS Dynamics
• Customer service qualifications