Overview
Reference
XO320 Salary
£28,000 - £30,000/annum Job Location
- United Kingdom -- England -- South East England -- Surrey -- Redhill Job Type
Permanent Posted
Monday, March 2, 2026
Customer Care Advisor
We’re looking for a customer-focused Customer Care Advisor to deliver a high-quality service across phone, email, and digital channels. You’ll be the first point of contact for customers, taking ownership of enquiries from initial contact through to resolution and ensuring every interaction is handled professionally and efficiently.
This is a fast-paced role suited to someone who enjoys problem-solving, communicating with people, and delivering a great customer experience every time.
About the Role
At the heart of this role is delivering a consistently positive customer experience. You will engage with customers daily, responding to a wide variety of enquiries including orders, deliveries, returns, refunds, complaints, and account updates. Each interaction is an opportunity to build strong customer relationships through clear, friendly, and efficient communication.
You will investigate issues thoroughly, provide accurate information, and ensure customers are kept informed throughout the resolution process. Where necessary, you will escalate complex issues appropriately while maintaining accountability for the customer journey.
Key Responsibilities
1. Provide a positive, professional customer experience across phone, email, and digital channels
2. Act as the first point of contact for customer enquiries, owning issues through to resolution
3. Handle a wide range of enquiries including orders, deliveries, returns, refunds, account updates, and complaints
4. Investigate and resolve issues efficiently, escalating where appropriate
5. Provide accurate information on products, services, pricing, and policies
6. Process orders, quotes, returns, refunds, and account updates accurately
7. Maintain clear and accurate records using CRM systems
8. Meet service targets such as response times, accuracy, and customer satisfaction
9. Work closely with internal teams to ensure smooth service delivery
10. Identify relevant upsell or cross-sell opportunities when appropriate
Skills & Experience (Essential)
11. Strong verbal and written communication skills
12. Excellent listening and problem-solving abilities
13. High attention to detail and accuracy
14. Calm, organised, and resilient in a fast-paced environment
15. Comfortable handling multiple queries across phone, email, and digital channels
16. Previous customer service experience in a service-driven role
Desirable
17. Experience with B2B or trade customers
18. Knowledge of CRM systems such as MS Dynamics
19. Customer service qualifications