Job Title: Webchat Advisor - Super Team (Webchat & Phone Support)
Location: Webchat - Head Office - 20 High Craighall Road - G4 9UD
Department: Customer Experience - Contact Centre
Reports to: Martha McLaughlin - Webchat Manager
Salary: £26,208.00
Contract Type: Full-time - 8am - 4.30pm Monday - Friday
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Role Overview
We're looking for a dynamic and customer-focused Webchat Advisor to join our newly formed Super Team, a multi-skilled group of advisors delivering exceptional service across both webchat and phone channels. This is a fantastic opportunity for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about creating positive customer experiences.
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Key Responsibilities
* Deliver real-time support via webchat, handling multiple conversations with professionalism and empathy.
* Outbound calling customers for help with payments, cancellation requests and customer service issues they may want resolved.
* Resolve customer queries efficiently, aiming for first-contact resolution across both channels.
* Maintain up-to-date knowledge of products, services, and processes to provide informed support.
* Collaborate with team members to share insights and continuously improve service delivery.
* Accurately log interactions and outcomes in CRM systems.
* Meet and exceed individual and team KPIs, including response times, customer satisfaction, and quality scores.
* Supporting our socials team - responding to Facebook and Instagram messages - speaking to our wonderful customers whilst maintaining the companies tone of voice.
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Skills & Experience
Essential:
* Previous experience in customer service, ideally in a contact centre or digital support role.
* Excellent written and verbal communication skills.
* Ability to multitask and manage multiple chat conversations simultaneously.
* Strong problem-solving skills and attention to detail.
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What We Offer
* A supportive and inclusive team environment.
* Comprehensive training across both webchat and phone support.
* Opportunities for career development and progression.
* Weekly bonus
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When are the interviews?
Interviews will start - WC. 10.11.2025
A writing test will be required as part of the interview process.
When is the closing date?
24.11.2025
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