Senior Customer Service Advisor

Senior Customer Service Advisor
Location: Leeds, City Centre (Office-Based Role)
Salary: £35,000 Per Annum + Company Bonus
Hours of Work: Between 8.00am - 8.00pm - Monday - Friday (Some Saturday working required)

Key Responsibilities:

• Support customers with complex cases, providing expert guidance and practical solutions.
• Deliver end-to-end case management, including assessments, recommendations, and ongoing support.
• Resolve challenging situations by identifying issues and driving positive outcomes.
• Provide support to vulnerable customers and manage high-risk cases appropriately.
• Offer specialist guidance on complex queries and scenarios.
• Work within regulatory, governance, and safeguarding frameworks.
• Develop tailored action plans and maintain accurate records.
• Contribute to service improvements by identifying trends and recommending enhancements.

• Strong empathy and resilience managing complex or sensitive situations.
• Comfortable making informed decisions without relying on processes.
• Able to assess information, identify solutions, and take ownership of outcomes.
• Excellent communication skills, with the ability to adapt your approach to different audiences.
• Confident handling challenging conversations.
• Skilled at building trust and maintaining constructive relationships.
• Strong problem-solving and analytical abilities.
• Experience supporting vulnerable customers, working in regulated environments, or providing specialist advice is beneficial but not essential.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.