Posted: 12 June
The role
We are looking for Customer Service Advisors – to join our team!
Salary: up to £26,
Contract Type: Permanent
Location: Leeds (Morley) – Hybrid working
Shift pattern: 5 days out of 6, Monday-Saturday (rota-based)
Benefits include:
Flexible working26 days holiday + bank holidaysWagestream – Access your earned pay early!Digital GP service for you and your familyFree onsite parkingSupportive and inclusive cultureJoin our team and help deliver an outstanding customer experience.
You’ll deliver high‑quality, telephone‑based service, taking ownership of inbound calls and resolving customer enquiries quickly and professionally. You’ll handle a wide range of queries, service issues, delivery concerns, and parcel investigations, where speed, and accuracy are key. You’ll also be responsible for managing high‑importance CEO and Executive escalations, ensuring every case is handled with exceptional care and precision.
Interested? Look at the below to understand what you’ll be doing in this role!
Provide exceptional telephone‑based customer service, taking ownership of the majority of customer queries through inbound calls and resolving as many issues as possible on first contact.Take responsibility for handling complaints and managing escalations, ensuring all cases are resolved with professionalism.Handle high‑importance and sometimes sensitive escalations, including CEO and Executive cases, with sensitivity and care.Investigate parcel enquiries end‑to‑end, using all relevant systems and exploring every avenue to reach accurate, fair outcomes.Thrive in a busy contact centre environment, demonstrating resilience, confidentiality, and professionalism.Use multiple systems to process a wide range of transactions quickly and accurately.Identify the root cause of problems and provide solutions to prevent repeat issues.Maintain accurate CRM records at every stage, ensuring customers receive proactive updates within agreed SLAs.Act as the voice of the customer, collaborating with Couriers, Delivery Units, Contractors and our Parcelshop network.Support team coverage during core call hours, meet KPIs and SLAs, and contribute to continuous improvement.We are looking for:
Strong written and verbal communication skillsProficient users of MS Office (Word, Excel, Outlook)Excellent telephone manner with active listening skillsConfident decision‑makers with strong problem‑solving abilities and attention to detailResilient team players who remain calm and professional under pressure, especially when handling complaint‑heavy or high‑stakes escalationsAbility to work under your own initiative and navigate multiple systems quickly
