Senior Customer Service Advisor

Senior Customer Service Advisor / Team Leader

As a Senior Customer Service Advisor, you will lead by example in delivering exceptional customer experiences while providing day-to-day support, guidance and coaching to a team of Customer Service Advisors. You will act as the first point of escalation for customer queries, ensuring issues are resolved efficiently and in line with company policies and service standards.

Working closely with management, you will monitor team performance, identify development opportunities and support the achievement of departmental objectives. You will help drive service excellence through continuous improvement initiatives, quality assurance and employee engagement.

Location: Near Stoke-on-Trent (Staffordshire) – commutable from Stoke-on-Trent, Kidsgrove, Keele, Newcastle-under-Lyme and surrounding areas Sector: E-commerce, Online Marketplaces, Customer Service, Order Processing Type: Full-time, Permanent

UP to £27,500 and excellent benefits to join an established and expanding business.

An exciting new role for a customer service and e-commerce professional: an excellent opportunity as our client is expanding its B2C e-commerce and online marketplace operations and is looking for a proactive Senior Customer Service Advisor or Customer Services Manager to deliver a first-class customer experience across its website and major online platforms.

If you enjoy problem-solving, supporting customers, and working in a fast-paced digital environment, this role offers stability, variety and long-term progression.

What You’ll Be Doing

• Handling customer enquiries across e-commerce marketplaces (company website + Amazon/eBay-style platforms)

• Responding via telephone, email, and webchat

• Managing customer accounts, updating details and placing manual orders

• Working closely with 3PL partners to ensure orders are picked, packed and delivered on time

• Managing returns and liaising with internal Quality and Product teams

• Investigating delayed or lost deliveries with couriers and logistics partners

• Identifying recurring issues and suggesting improvements to product listings and website content

• Collaborating with internal teams (including Marketing) to support campaigns and maintain brand consistency

What We’re Looking For

• Strong customer service experience (B2C, retail, call centre or e-commerce ideal)

• Excellent communication and listening skills

• Confident and professional telephone manner

• Strong IT skills and ability to learn new systems quickly

• Good working knowledge of Microsoft Office, especially spreadsheets

• Calm under pressure with strong organisation and prioritisation

• Customer-focused, solutions-driven and able to make sound decisions

Location / Commutable From

Stoke-on-Trent, Newcastle-under-Lyme, Kidsgrove, Keele, Chesterton, Cross Heath, Knutton, Wolstanton, Silverdale, Porthill, Bradwell, May Bank, Talke, Audley, Alsagers Bank, Baldwins Gate, Betley, Madeley, Woore, Whitmore, Maer, Loggerheads, Newchapel, Harriseahead, Halmer End and surrounding Staffordshire villages.