Customer Service Advisor
Role Overview
We are seeking a proactive and organised Customer Service Advisor to join our team. The successful candidate will act as the main point of contact for customers and engineers, ensuring smooth coordination of appointments, job scheduling, and service delivery. This role requires excellent communication skills, strong administrative ability, and the confidence to liaise across multiple teams.
Key Responsibilities
Customer & Engineer Communication
* Handle inbound calls from customers and engineers, providing prompt and professional support.
* Make outbound calls to customers to confirm details, arrange appointments, and provide updates.
* Make outbound calls to engineers to arrange attendance of same-day visits, ensuring reactive jobs are covered quickly and efficiently.
* Respond to and manage emails via a ticketing system to resolve customer queries within SLA targets.
* Diagnose and determine faults by asking the right questions when raising jobs, ensuring information is clear and complete.
* Provide customer updates on outstanding repairs and ensure all communications are logged accurately.
* Log customer compliments, complaints, and dissatisfaction, ensuring information reaches the correct person.
Scheduling & Coordination
* Arrange and manage appointments for customers and engineers.
* Allocate work to the correctly skilled engineers to maximise the chance of a first-time fix for the customer.
* Ensure all job notes and technical details are kept accurate and up to date.
* Schedule works to ensure engineers are effectively allocated, productive, and chargeable.
* Action engineer job cards in a timely manner to maintain accurate records.
* Coordinate both reactive and planned works, meeting service level agreements.
Administration & Systems Management
* Log and create new client accounts and jobs in company systems.
* Order materials and hire equipment as required.
* Update customer portals and internal spreadsheets with progress and status updates.
* Raise invoices for completed works.
Collaboration & Client Engagement
* Liaise with engineers, contract managers, finance, and sales teams to ensure smooth workflows.
* Occasionally attend client meetings alongside the line manager to support relationship management.
Skills & Experience
* Strong communication skills, both written and verbal.
* Proven ability to manage high volumes of calls and emails in a professional manner.
* Skilled in asking the right questions to diagnose issues and allocate jobs effectively.
* Highly organised with the ability to schedule and prioritise effectively.
* Competent in using spreadsheets, ticketing systems, and customer portals.
* Previous experience in a customer service, scheduling, or service coordination role is desirable.
* Ability to work to deadlines and service level agreements under pressure.
Hours of Work
* Monday to Friday on a shift rota pattern between 7:00am – 6:00pm.
* Core working hours are 8:30am – 5:00pm.
* Shifts are 8 hours per day with a 30-minute unpaid lunch break.
* Occasional Saturday work is required, approximately 1 in 8 Saturdays, 8:00am – 12:00pm.
Benefits
* 20 days annual leave plus bank holidays & other holiday benefits.
* On-site parking for easy commuting.
* Access to a benefits app offering a range of employee perks and discounts.
Additional Information
* Probation Period: 3 months.
Join Our Team
If you are passionate about delivering great service and thrive in a fast-paced environment, we would love to hear from you.
Apply now to become part of a company that values your contributions and supports your growth
Job Types: Full-time, Permanent
Pay: From £24,500.00 per year
Benefits:
* Free parking
* On-site parking
* Referral programme
* Store discount
Ability to commute/relocate:
* Runcorn WA7 3AZ: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 1 year (preferred)
Work Location: In person