Customer Service Advisor

An excellent opportunity has arisen for a proactive and organised Customer Service Advisor to join a fast-growing retail organisation with a strong national presence. This role sits within a busy Head Office function and offers the chance to support key operational processes in a collaborative and professional environment.

The Role

You will provide administrative and customer service support across Health & Safety-related cases, including Personal Injury (PI) and Property Damage (PD) claims. The position involves managing cases through an internal system, handling all communication via email, and working closely with both internal teams and external stakeholders to ensure efficient case resolution.

Key Responsibilities

• Manage Health & Safety cases (including personal injury, property damage, and store/delivery complaints) via an internal case management system
• Respond to all communications in a timely, professional, and accurate manner via email
• Handle all customer interactions exclusively through email (no telephone contact required)
• Investigate claims by gathering relevant information from stores, customers, suppliers, and internal teams
• Maintain accurate and detailed case records, ensuring all documentation is up to date
• Support decision-making by collating evidence and relevant information
• Liaise with internal departments and external stakeholders to progress cases efficiently
• Ensure all cases are handled in line with company procedures and compliance guidelines
• Identify and follow up on missing or incomplete information
• Prioritise workload effectively to meet deadlines and service level agreements
• Escalate complex or sensitive cases where appropriate
• Provide support across wider Health & Safety and Operations teams when required

About You

• Strong administrative and organisational skills with prior customer service experience
• Excellent written communication skills, particularly in email-based environments
• Ability to manage multiple tasks and prioritise workload effectively
• High attention to detail and accuracy
• Confident using IT systems, including Microsoft Office and case management platforms
• Able to work independently as well as collaboratively within a team
• Strong problem-solving skills and sound decision-making ability
• Professional, calm, and empathetic approach when handling sensitive situations

Desirable Experience

• Background in claims handling, legal, insurance, or retail operations environments
• Understanding of Personal Injury or Property Damage processes
• Experience liaising with a range of internal and external stakeholders

What’s on Offer

• Competitive salary
• Pension scheme
• Long service awards
• Employee discount
• Cycle to work scheme

If you are interested or have the relevant experience and are currently looking for a new challenge then please submit an up to date CV by clicking the ‘apply’ button.

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