Customer Service Advisor

About the Company

Vivactive is an award-winning business that stands among the fastest growing in the West Midlands.  The company’s long-term aim is to become the biggest incontinence provider in Europe; here, you will have an opportunity to be part of it. Recognised as an award-winning company with outstanding people and an entrepreneurial environment, the ideal candidate will enjoy the buzz of being part of a market-leading business with exceptional people.

About the Role

As our Customer Service Advisor, you will provide knowledgeable and sensitive support to customers across phone, email and live chat. You will help customers choose suitable incontinence products, place and manage orders, resolve queries and complete associated administration. You will often support elderly or vulnerable customers and discuss personal topics, so empathy, discretion and confidence are essential.

Key Responsibilities

What you’ll be doing:

• Provide warm, professional customer service, primarily by telephone, supporting customers from product advice and delivery queries through to placing orders.
• Support elderly and vulnerable customers with patience, empathy and clear communication, adapting your approach to individual needs.
• Handle sensitive conversations about incontinence, bodily functions and anatomy confidently, respectfully and without judgement.
• Manage customer queries and casework across email and live chat, including back orders, returns, refunds and delivery-related issues.
• Accurately process orders, payments and customer information while working fully in line with PCI DSS, GDPR and internal procedures.

What we’re looking for:

• A naturally warm, friendly and empathetic approach to customer service.
• Confident speaking with customers on the telephone for much of the working day.
• Comfortable discussing sensitive and personal subjects in a professional, respectful manner.
• Strong verbal and written communication skills, with the ability to explain information clearly.
• Good IT literacy and confidence in learning and working across multiple systems.
• Strong attention to detail and the ability to accurately record customer information and process orders.
• A calm, patient approach when supporting elderly, vulnerable or distressed customers.
• Good organisation and the ability to balance calls with email, live chat and administrative casework.
• A positive, collaborative attitude and willingness to contribute to a warm and friendly team environment.

Knowledge, Skills & Experience

Essential

These are the minimum requirements needed to perform the role successfully.

Knowledge

- Understanding of what good customer service looks like, including empathy, active listening and clear communication.

= Awareness of the importance of confidentiality and handling personal information appropriately.

- Understanding of the need for accuracy when processing customer details, orders and payments.

Desirable

- These requirements would be advantageous but are not essential.

Knowledge

- Knowledge of GDPR and the principles of handling personal data securely.

- Knowledge of incontinence products or experience working in a health, care or medical-adjacent environment.

- Awareness of PCI DSS requirements when taking or processing card payments.

Skills

- Ability to communicate confidently with elderly or vulnerable customers.

- Ability to handle sensitive conversations with tact and discretion.

- Confidence switching between telephone, email, live chat and administrative tasks.

Experience

- Previous telephone-based customer service or contact centre experience.

- Experience processing orders, refunds, returns or delivery queries.

- Experience supporting vulnerable customers or working with sensitive personal information.

Core Behaviours

All employees are expected to demonstrate the following behaviours:

- Customer Focus

- Puts customers at the heart of decision-making and service delivery.

- Accountability

- Takes ownership of responsibilities and delivers on commitments.

- Collaboration

- Works effectively with colleagues and stakeholders.

- Continuous Improvement

- Seeks opportunities to improve processes, services and performance.

- Respect & Inclusion

- Treats others fairly, professionally and with respect.

Working Conditions:

- The role is desk-based and involves extended periods using a computer and telephone headset

- Based in a busy, lively office environment with a high volume of telephone activity and regular interaction with colleagues.

-  The office can be noisy at times, so you’ll need to be comfortable working in a fast-paced, energetic environment while maintaining focus and professionalism .

- Working as part of a warm, friendly and collaborative Customer Service team.

Interview Process:

One-stage, in-person interview including a 1-hour working interview. This gives you the opportunity to see the role and systems in practice, while allowing us to assess your communication, IT literacy, accuracy and overall competence for the role.

Benefits

What’s in it for you? Please take the time to read our extensive list of benefits below:

- A chance to build and grow a department in a rapidly expanding/award-winning company 

- Market-leading annual leave starting at 23 days plus 8 bank holidays (31 days in total), which grows with the length of service

- Your birthday off

- We’ll pay for your external training courses

- Awards and Recognition Schemes; delivering above and beyond never goes unnoticed

- Free Onsite Parking

- Complimentary tea, coffee, chilled water and soft drinks

- Pension Scheme

- Free Summer BBQ

- We care about our employee’s mental and physical health with well-being practices embedded in the company

- An environmentally conscious company

- Apprenticeship Scheme

- Free Eye Tests

- Cycle2Work Scheme

- Monthly Social Events (Bowling, Escape Room, Bake Off, Pumpkin Carving, Wellbeing Walks etc.)

- Length of Service bonus (5/10/15 year)

Work in a fun and lively environment in an up-and-coming business! You will be a crucial member of the Vivactive team. This is an incredible opportunity for an outstanding person; if you believe this is YOU, don’t hesitate to apply now.

Vivactive is an equal opportunities employer. We are committed to creating an inclusive and diverse workplace where all employees and applicants are treated with dignity and respect. We do not discriminate on the basis of age, disability, gender, gender identity or expression, marital status, race, ethnicity, nationality, religion or belief, sexual orientation, or any other characteristic protected by law.

We actively encourage applications from individuals of all backgrounds and are dedicated to providing equal access to employment, development, and progression opportunities. Our recruitment and employment practices are based on merit, skills, and experience.