Customer Service Advisor
Chester (Hybrid – 1 day in the office following training)
Salary: £24,286
Working Hours
Full-time | Monday to Friday, 8:30am–6:00pm
Rotated Saturdays, 10:00am–2:00pm (rota-based)
Contracted Availability
8:00am–8:00pm, Monday to Friday
10:00am–2:00pm on Saturdays
We are recruiting on behalf of our client for a Customer Service Advisor to join their busy and supportive customer operations team. This is an excellent opportunity for someone who enjoys helping people, thrives in a structured environment, and takes pride in delivering a high standard of service.
You will be the first point of contact for customers, providing professional support across multiple communication channels and aiming to resolve queries at the first point of contact wherever possible.
The Role
As part of a collaborative team, you will:
o Handle inbound customer enquiries via phone and email in a professional, courteous manner
o Aim to resolve queries at first contact while delivering a positive customer experience within agreed SLAs
o Maintain accurate case logs and records using internal systems such as STARS and Track My Case
o Liaise with internal departments, particularly Customer Relations, to ensure continuity of service and support complaint resolution
o Keep customers informed with clear updates and manage follow-up actions in line with service standards
o Develop a strong understanding of the company’s products, services, and the conveyancing journey
o Contribute to process improvements and participate in ongoing training and team meetings
o Adhere to company quality standards and procedures at all time.
What Good Looks Like in This Role
Knowledge You will understand:
* How to respond to customer enquiries professionally, aiming for first contact resolution
* The key stakeholders in the conveyancing process, including law firms, lenders, estate agents and search providers
* How and when to escalate complaints appropriately
* The importance of accurate case management and system logging
Skills
You will be able to:
* Communicate clearly and empathetically with customers
* Accurately manage case updates, contact logs and follow-ups using CRM systems
* Organise call-backs and manage your workload in line with SLAs
* Adapt your communication style to meet customer needs while maintaining professionalism
* Use Microsoft Word and Excel for record keeping and communications
* Apply basic problem-solving skills to resolve queries independently where possible
Behaviours
You will:
* Take ownership of tasks and follow through on commitments
* Maintain high standards in both written and verbal communication
* Work collaboratively with colleagues to improve service delivery
* Follow procedures consistently while recognising when escalation is required
* Strive to exceed customer expectations through proactive and supportive service
This role would suit someone with previous customer service experience who is organised, detail-focused and enjoys working as part of a team to deliver an excellent customer experience.