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Hybrid Customer Service Advisor - Customer Care Team | Northampton (office-based during probation, hybrid thereafter)
Salary: £25,000 - £26,000 + benefits
Shifts: Rotational - 8 am-5pm and 10am-7pm (1 in 4 Saturdays, with a weekday off)
This is an opportunity to join a well-established, nationally recognised employer in their high-performing customer care team.
Our client is seeking empathetic and resilient individuals with a strong background in customer service, complaint handling, or support roles. This position is ideal for someone who thrives in a fast-paced environment and takes pride in resolving issues the right way - with care, patience, and professionalism.
Why Apply?
* Opportunity to join a respected employer with genuine progression prospects
* Supportive team culture and a focus on employee wellbeing
* Full training provided with ongoing development opportunities
* Hybrid working is available after probation
The Role
As an Inbound Call Handler, you will manage a wide range of complex customer queries, including complaints, escalations, and emotionally sensitive issues. You'll act as the voice of the brand, delivering outstanding service while maintaining professionalism under pressure.
Key responsibilities include:
* Handling inbound customer calls and queries across multiple channels
* Investigating issues thoroughly and offering fair, tailored resolutions
* Liaising with internal teams, including legal, logistics, and finance
* Supporting ombudsman or media-related casework as needed
* Keeping detailed and accurate records of customer interactions
* Identifying trends and contributing to service improvements
Ideal Candidate
* Experience in customer care, complaints handling, or similar roles (e.g., retail, financial services, utilities, housing, or health)
* Excellent communication and listening skills
* Strong emotional intelligence and a calm, methodical approach
* Able to navigate sensitive situations confidently
* Detail-oriented with strong time management and organisational skills
* Comfortable using internal systems and working across teams
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