Hybrid London - 2 days in the office, 3 days remote.
£25,000 - £28,000 DOE plus bonus & career progression.
Are you passionate about delivering outstanding customer service and making a real difference with every interaction? We’re looking for a Customer Services Advisor to join a customer‑focused organisation where people genuinely care about doing the right thing. The team are great!
This is a role where the customer truly comes first. You’ll be trusted, empowered and supported to resolve enquiries quickly and effectively, taking ownership from start to finish and ensuring every customer feels listened to, understood and valued.
The Opportunity
As a Customer Services Advisor, you’ll be the first point of contact for customers, supporting them across telephone and email channels. No two days are the same, you’ll deal with a broad range of enquiries and be encouraged to resolve issues at first contact wherever possible.
You’ll be trusted to make decisions, spot potential issues early, and handle situations with empathy and professionalism, turning problems into positive experiences.
What You’ll Be Doing
Delivering Excellent Customer Service
* Acting as the first point of contact for customer enquiries across multiple channels
* Providing clear, friendly and professional support on every interaction
* Resolving enquiries at first contact wherever possible
* Identifying potential complaints early and taking ownership to resolve them
* Ensuring all enquiries are handled within agreed service timescales
Putting the Customer at the Heart of Everything
* Championing the customer experience at every opportunity
* Communicating clearly, simply and honestly — without jargon
* Showing empathy and fairness, even in challenging situations
* Encouraging and learning from customer feedback
Working as Part of a Collaborative Team
* Working closely with colleagues across departments to resolve issues
* Sharing ideas and feedback to continuously improve service delivery
* Helping identify root causes of recurring customer concerns
Performance, Quality & Development
* Working towards clear KPIs across quality, telephony and performance
* Using feedback positively to improve and grow in the role
* Keeping knowledge up to date through training and development
* Taking ownership of your own learning and career progression
About You
Essential
* A genuine passion for delivering excellent customer service
* Strong written and verbal communication skills
* A calm, empathetic and professional approach
* Excellent attention to detail and accuracy
* Well organised, efficient and able to manage deadlines
* Confident using Microsoft Word and Excel
* Self‑motivated, enthusiastic and solutions‑focused
* High levels of integrity and professionalism
* Commitment to equality, diversity and treating others fairly