Customer Services Advisor - Shifts in Knutsford, Cheshire East

Customer Service Advisor - Shifts 

Howard James Recruitment is seeking a Customer Service Analyst to deliver helpful, high-quality support and resolve customer enquiries across telephone, email, web portals and other digital channels.

You’ll investigate issues, keep customers informed and manage cases through to resolution. You’ll also help identify recurring problems and share ideas that improve service quality and efficiency.

Key responsibilities

• Respond to customer enquiries across agreed communication channels.
• Investigate and resolve issues within agreed service levels, escalating more complex cases when needed.
• Take ownership of customer cases and follow them through to resolution.
• Record and update requests and incidents accurately in the service management system.
• Monitor open cases and follow up to support timely resolution.
• Build positive relationships with customers, colleagues and stakeholders.
• Contribute to service reporting, trend analysis and continuous improvement.
• Work collaboratively with operational and support teams, sharing knowledge and best practice.
• Handle customer information securely and follow relevant policies and procedures.
• Work within agreed shift patterns

About you

You’ll bring strong customer service and communication skills, with the ability to investigate problems and explain information clearly. You’ll be organised, attentive to detail and able to prioritise your workload in a busy service environment.

Essential skills and experience

• Strong customer service and communication skills.
• Confidence investigating and resolving customer issues.
• Good organisation and time management.
• Ability to prioritise competing demands.
• Strong attention to detail and commitment to quality.
• Analytical and problem-solving skills.

Desirable experience

• Working in a shared services contact centre or operational support environment.
• Knowledge of IT service management principles.
• Using customer service or service management systems.
• Reporting, data analysis or continuous improvement methods.

What success looks like

You’ll help deliver positive customer experiences and contribute to team performance measures, including customer satisfaction, first-contact resolution, service level achievement, quality and case-handling accuracy.

Benefits

• BUPA health and dental care
• Free parking
• Free gym membership with access to an on-site gym
• Pension
• Wellbeing app
• 28 days’ annual leave