Contract type: Permanent Working time: Full-time
What we achieve together
* In your role as a Customer Care Advisor you will take ownership of customer complaints and ensure successful resolutions for both the customer and the business.
* You will investigate cases thoroughly using root-cause analysis and collaborate with internal departments to gather all necessary information.
* Managing incoming calls, emails, web-based and social media complaints, prioritising responses effectively and maintaining case ownership.
* You will provide clear, professional written communication and regular updates to customers and internal stakeholders.
* Working closely with the legal department when complaints escalates, ensuring compliance and accurate handling at all times.
* You contribute to improving processes by sharing insights and feedback with the Customer Resolution Manager and senior team.
What makes us successful together
* Level 3 qualification in Customer Service is preferable, GCSE grade 4 in English and Maths (or equivalent) is essential.
* Previous experience in customer service or complaint resolution, ideally within a fast-paced environment.
* Excellent written and verbal communication skills, strong attention to detail, and proficiency in Microsoft applications and web-based tools.
* Knowledge of consumer rights and related legislation is advantageous.
* You demonstrate empathy, resilience, and a strong drive to deliver world-class service.
* The ability to manage multiple cases simultaneously while maintaining accuracy and professionalism is desirable.
What you can count on
* Our refurbished contact centre provides our employees with a comfortable modern working environment to enjoy.
* Our contact centre is equipped with sit‑stand desks, which are scientifically proven to increase productivity, concentration, and creativity by improving the way we feel and the way we work.
* We understand the importance of a good work‑life‑balance and communicate shifts well in advance to our employees.
* Experience a range of team building events and competitions designed to be fun, social and to build team spirit.
* We offer our employees an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
* We offer a generous pension scheme which enables our employees to have greater financial security when they do retire.
We promote equity and do not tolerate any form of discrimination. We value the uniqueness of each individual and encourage all people to apply.
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