Job Title: Customer Service Advisor
Location: Sevenoaks, Kent (TN13)
Contract Type: 6-Month Fixed-Term Contract
Start Date: ASAP
Working Pattern: (30 hours per week) £24,025 per annum
We are looking for Customer Service Advisors who enjoy communicating with people across multiple channels, including phone, email, web chat and social media. You will be confident using technology, able to problem-solve effectively, and comfortable handling challenging conversations, including complaints.
This is a busy, customer-facing role where quality, accuracy and empathy are essential. You will take ownership of customer queries and complaints, aiming to resolve issues at first point of contact wherever possible.
Responsibilities
Deliver consistently high-quality customer service across all contact channels.
Take ownership of customer enquiries, including complaints and escalated issues.
Handle difficult conversations professionally, remaining solution-focused at all times.
Resolve issues in line with policies and procedures, escalating where appropriate.
Work to agreed KPIs, including response times and call handling targets.
Accurately log and update customer interactions on internal systems.
Collaborate with colleagues, partners and contractors to deliver joined-up services.
Encourage customers to use digital services, including online portals and self-service options.
Actively maintain up-to-date knowledge to ensure accurate and timely advice is provided.
Promote continuous service improvement by listening to customer feedback.
Demonstrate and model organisational values in all interactions.
Essential Skills and Experience
Previous experience in a customer service or contact centre environment.
Experience handling complaints or challenging customer situations.
Confident communicating via phone, email and digital channels.
Able to remain calm, professional and solution-focused under pressure.
Strong organisational skills with the ability to prioritise competing demands.
Comfortable working to KPIs and service standards.
Confident using Microsoft Office and learning new systems quickly.
Able to tailor communication style to meet individual customer needs.
Flexible, self-motivated and committed to continuous learning.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)