Customer Service Advisor - Edinburgh (Hybrid)

Do you thrive in a busy customer service environment where every day brings different challenges?

We're looking for resilient, customer-focused individuals who can build rapport quickly, take ownership of customer enquiries from start to finish, and remain calm and professional when things don't go to plan.

This role is ideal for someone who enjoys problem solving, working to high standards and making decisions to achieve the best possible outcome for customers.

What you'll do:

✅ Support customers through phone, email, live chat and social media

✅ Take full ownership of customer enquiries through to resolution

✅ Investigate issues, gather information and make informed decisions

✅ Handle a high volume of customer interactions while maintaining quality and accuracy

✅ Build trust and confidence through clear, professional communication

✅ Deliver a high standard of customer service in a fast-paced environment

✅ Manage challenging conversations and work towards positive outcomes

✅ Work collaboratively with colleagues to achieve the best outcome for customers

✅ Learn and apply new processes, systems and product knowledge

We're looking for someone who:

✔ Has proven experience delivering excellent customer service

✔ Has strong written and verbal communication skills

✔ Is confident handling challenging conversations and customer concerns

✔ Can think on their feet and make informed decisions

✔ Has excellent attention to detail and organisational skills

✔ Is resilient and able to maintain a positive, professional approach during busy periods

✔ Takes genuine ownership and sees problems through to completion

✔ Is comfortable learning new systems and managing multiple tasks simultaneously

✔ Responds positively to feedback and is committed to continually developing their skills

✔ Takes pride in delivering a consistently high standard of customer service

✔ Is looking for a long-term opportunity and is committed to completing training and developing within the role

What the role is really like:

This is a busy, varied customer service role where you'll be supporting customers across multiple communication channels. You'll sometimes be dealing with frustrated customers or situations where there isn't an immediate or straightforward answer. You'll need to stay calm, investigate the issue, make informed decisions and take responsibility for finding a resolution.

Why you'll love this role:

✨ Hybrid working after your training period (3 days office/ 2 days home)

✨ Bonus Opportunities

✨ 31 days holiday including your birthday

✨ Supportive and collaborative team environment

✨ Opportunity to develop your customer service skills

✨ A role where your contribution genuinely impacts customer satisfaction

Experience Required:

Applicants should be able to demonstrate a proven track record of delivering excellent customer service within a customer-facing environment where communication, problem solving and personal accountability were key to success.

Direct contact centre experience is not essential, but you must be able to provide examples of:

• Managing difficult or dissatisfied customers
• Working successfully under pressure
• Taking ownership of problems through to resolution
• Delivering excellent customer service
• Working towards individual or team performance targets

If you're passionate about delivering exceptional customer experiences and want to join a business where every interaction makes a difference, we'd love to hear from you.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.