Senior Customer Service Advisor

Location: Southampton
Salary: £31,000 per annum + Bonus
Working Pattern: Hybrid (once fully trained)
Hours: Monday to Saturday, 5 days per week

• 8:00am–4.30pm or 9:00am–5:30pm (Saturdays 8am – 4pm and working from home once trained)
• Saturdays worked on a 1-in-2 rota, with a lieu day during the week

About the Company

Our client is an established, values-driven organisation that genuinely invests in its people. With a strong commitment to delivering 100% customer satisfaction, they are seeking a Senior Customer Service Advisor to join their growing team.

This role is ideal for a customer-focused professional with experience in training, coaching, and supporting colleagues in a contact centre or customer service environment.

Key Responsibilities

• Liaise with customers via telephone and webchat, responding to enquiries professionally and efficiently
• Book appointments and manage customer schedules
• Obtain and evaluate relevant information to resolve product and service enquiries
• Provide accurate pricing and service information
• Support administrative tasks, including managing returned mail and updating customer records
• Assist the marketing team by contacting existing customers with promotional offers
• Promote and offer the full range of appointments and services
• Conduct customer follow-up calls following purchases or non-purchase interactions
• Support, mentor, and coach new and existing colleagues through structured training
• Contribute to the efficiency of call centre systems, including call routing and handling
• Assist with coaching the team to achieve departmental targets
• Act as a role model and provide support to the departmental management team
• Serve as the first point of escalation for customer concerns and complaints, ensuring resolution in line with business procedures
• Proactively monitor colleague calls on a monthly basis and produce performance, issues, and training needs reports for senior management

Skills and Experience Required

• Excellent verbal and written communication skills
• Strong active listening capability
• Proven problem-solving and analytical skills
• High attention to detail and accuracy
• Self-motivated with the ability to lead by example
• Strong customer-focused approach
• Adaptable, with the ability to work on own initiative
• Ability to work under pressure and consistently meet targets
• Demonstrable teamwork and leadership skills
• Previous experience in training and coaching colleagues
• Confident IT and system literacy

If this role is of interest to you and you have the necessary skills and experience, please don’t hesitate to APPLY.