Customer Service Advisor

Customer Service Advisor

Location: Liverpool (Hybrid Working)

Temporary ongoing

Pay Rate: £12.94 per hour

Hours: 37.5 hours per week

Shift Pattern: Monday to Sunday on a rota basis

08:30am – 4:30pm

10:00am – 6:00pm

12:30pm – 8:30pm

Customer Service Advisor

About the Role

This role supports an emergency assistance campaign for a premium automotive brand. Some customer interactions may involve drivers who have been involved in vehicle accidents or emergency situations.

Candidates should be comfortable handling sensitive and potentially distressing calls in a calm, professional, and empathetic manner while providing reassurance and support to customers during challenging situations.

Customer Service Advisor

Key Responsibilities

• Deliver a professional, friendly, and customer-focused service at all times
• Manage customer enquiries via phone and digital communication channels
• Build a clear understanding of customer needs to provide effective solutions
• Deliver a high-quality customer experience in line with company standards and SLAs
• Accurately capture and maintain customer information using CRM systems
• Handle customer complaints and resolve issues efficiently and professionally
• Support customers during emergency or high-pressure situations involving vehicle accidents or breakdowns
• Contact emergency services, including police, ambulance, or roadside assistance providers where required
• Accurately gather and relay critical information to emergency support teams
• Handle sensitive or potentially distressing calls in a calm, professional, and empathetic manner
• Escalate complex, urgent, or emergency cases appropriately in line with company procedures
• Work collaboratively with internal teams to ensure customer issues are resolved efficiently
• Maintain a high level of accuracy and attention to detail in all customer interactions

Customer Service Advisor

Requirements

• Previous experience within a busy customer service or contact centre environment
• Strong background in handling high volumes of customer enquiries
• Excellent verbal and written communication skills
• Strong problem-solving and complaint-handling abilities
• Confident using CRM systems and computer applications
• Ability to remain calm and professional in high-pressure or emergency situations
• Strong listening skills and attention to detail
• Positive, proactive, and customer-focused attitude
• Strong emotional resilience and empathy when handling sensitive situations
• Flexible approach to working shifts, including weekends
• Desirable Experience
• Previous experience within the automotive, travel, hospitality, emergency services, or roadside assistance sectors
• Experience working to KPIs and service level agreements within a contact centre environment
• Experience handling sensitive or escalated customer situations

Keywords:

Customer Service Advisor, Customer Support Administrator, Order Management Administrator, Customer Experience Coordinator, Sales Support Administrator, Customer Care Advisor, Order Processing Administrator, Customer Operations Administrator.

Winsearch acts as an employment agency for permanent staff. We recruit for roles based in Engineering & Manufacturing, Food & Drinks, Pharmaceutical, Supply Chain & Procurement and Professional Services.

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Consultant - Aleksandra Follert (url removed)

Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you!

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