Senior Customer Service Advisor

Senior Customer Service Advisor

Stafford
£30,000 - £40,000
 

The Role

Are you passionate about delivering outstanding customer service and turning every customer interaction into a positive experience?

We're recruiting for a Senior Customer Service Advisor to join a fast-growing, ambitious business with exciting expansion plans over the coming years. This is an excellent opportunity to become part of a supportive team where your ideas are valued, your contribution makes a real difference, and you'll play a key role in delivering an exceptional customer experience.

This is a varied and fast-paced position where you'll support customers throughout their journey, handling everything from order updates and enquiries to resolving more complex issues with professionalism, empathy and confidence.

What will you be doing?

• Managing inbound customer calls and emails, providing timely and professional support.

• Keeping customers updated throughout their journey with proactive communication.

• Providing accurate order updates and responding to customer enquiries.

• Handling complaints from initial contact through to resolution, ensuring the best possible outcome for both the customer and the business.

• Processing refunds and goodwill gestures in line with company procedures.

• Logging customer interactions, service requests and aftercare activities accurately within the CRM system.

• Identifying customers who may require additional support before issues escalate.

• Carrying out follow-up calls to ensure customer satisfaction after delivery of products or services.

• Working collaboratively with internal departments to ensure customers receive an outstanding experience from start to finish.

What will you bring to the party?

• Previous experience within a customer service, customer care, aftercare or contact centre environment.

• Excellent communication skills, both over the phone and in writing.

• The ability to remain calm, professional and empathetic when handling complaints or challenging conversations.

• Strong organisational skills with the ability to manage multiple customer queries simultaneously.

• Experience using CRM systems or customer management software.

• A proactive mindset with a genuine passion for delivering exceptional customer service.

• A positive, team-focused attitude and the confidence to take ownership of customer issues through to resolution.

In return, you'll join a growing organisation where you'll have the opportunity to make a genuine impact, contribute to the development of customer service processes and build a rewarding long-term career within a supportive and collaborative environment.