About the Role
Make a real impact by helping businesses stay on track while delivering exceptional customer service.
We’re looking for a confident and customer-focused Customer Service Advisor to join our team in Boldon
In this role, you’ll build strong relationships with our business customers, supporting them with account queries and ensuring payments are made in line with agreed terms.
You’ll combine excellent communication skills with a proactive approach to problem-solving, helping resolve barriers to payment while maintaining a positive customer experience.
If you’re passionate about delivering excellent customer service and enjoy working in a fast-paced, supportive team environment, we’d love to hear from you.
Job Opportunity
What you’ll be doing
* Managing inbound and outbound customer contact via phone and email
* Supporting customers with account queries and payment arrangements
* Working to maximise cash collection while reducing outstanding balances
* Handling sensitive or complex situations professionally and with empathy
* Meeting individual productivity and call targets
* Working collaboratively with colleagues across the business to resolve issues and deliver the best outcomes
Additional Information
This role is 37.5 hours per week, with standard shifts typically Monday to Friday, 9:00 am – 5:00 pm.
There may occasionally be a requirement for 8:00 am starts, 8:00 pm finishes, or weekend shifts, with four weeks’ notice provided.
If a weekend shift is worked, a day off will be given during the week.
Essential Skills
What we’re looking for
* Strong customer service and communication skills (telephone and written)
* Ability to remain calm, professional, and solution-focused under pressure
* Excellent organisation and attention to detail
* Good interpersonal and influencing skills
* Ability to work independently and take initiative
* Confident using Microsoft Word and Excel
* Commercial awareness and a proactive mindset
Desirable:
* Experience in collections or credit control
* Knowledge of civil court processes and procedures
* A Level 2 qualification (e.g. 5 GCSEs including English and Maths or NVQ Level 2)
About Company
We are the UK’s leading delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.
We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to delivery excellence to our customers.
We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeded both our business and personal development goals.
We are a ‘family’ of uniquely different people with strengths in the areas we work in and always have the opportunity to be curious to enhance ourselves.
We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.
Benefits
* Annual leave enhanced with long service.
* Company Pension
* Long service rewards: both financial and leave-based.
* Health cash plan.
* Life assurance scheme.
* Critical Illness cover
* Access to our prestige benefits and rewards portal.
* Career development opportunities.
* Access to a well-established Employee Assistance Programme provider.
* And other excellent benefits you'd expect from a market leader.