Customer Success Advisor

Customer Success Advisor
Location: Hybrid/Fort Dunlop – 1 day per week (Tuesday)
Salary: £26,500 per annum + excellent benefits!
Contract Type: Full Time, Permanent
What We Can Offer You: 25 Days Annual Leave (Pro-Rata for Part-time and Fixed-Term Roles), Additional Holiday Purchase, Hybrid Working, Performance-Related Bonus, Life Assurance, Vitality Private Healthcare, Subsidised Gym Memberships, Cycle to Work Scheme, Discount Vouchers and Access to Wellbeing Resources
Why Do We Want You
Because you are someone who thrives on connection, communication, and creating outstanding customer experiences.
At Wilmington Plc, we are building a high-performing Customer Success team that sits at the heart of our Customer Experience Function. We need people who love speaking with customers, enjoy solving problems, and take pride in turning every interaction into a positive outcome.
As a Customer Success Advisor, you will play a vital role in driving customer growth, strengthening retention, and reducing churn by ensuring every customer feels supported, understood, and valued.
You will be the “Trusted Advisor” our customers rely on throughout their journey with us.
Please note: To complete your application, you will be redirected to Wilmington Plc’s career site.
At Wilmington Plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”!
Job Purpose, Tasks and Responsibilities
You will be responsible for:
• Responding promptly and professionally to global public enquiries across phone, email, web chat, and Teams, qualifying customer needs and recommending suitable learning or membership solutions.
• Managing the full sales journey from initial enquiry through to conversion, meeting individual sales targets and KPIs.
• Proactively engage high-potential leads using multi-channel outreach, nurturing pipeline activity and maximising conversion opportunities.
• Supporting marketing campaigns and events to drive engagement and generate new leads, while promoting upcoming courses and memberships.
• Delivering an excellent ongoing service to members, building strong relationships that drive loyalty and long-term retention.
• Managing renewals through proactive engagement, identifying upsell and cross-sell opportunities to maximise customer value.
• Processing onboarding materials, fulfilment requests, and member communications accurately and on time.
• Handling cancellations, refunds, invoicing, and payment queries in line with company policy and compliance requirements.
• Maintaining accurate customer records across CRM and e-commerce systems, including completing regulatory and sanctions checks.
• Collaborating closely with the onboarding team to ensure a seamless end-to-end customer experience.
What’s the Best Thing About This Role
You are at the centre of the customer journey every call, email, and conversation is an opportunity to make a real impact.
You’ll see the direct results of your work in customer satisfaction, renewals, and long-term relationships, all while developing your sales, communication, and customer success expertise in a supportive, high-energy team.
What’s the Most Challenging Thing About This Role
You’ll be working in a fast-paced, high-volume environment where priorities can shift quickly.
Success comes from staying organised, resilient, and consistently delivering a high level of service while balancing inbound queries, outbound activity, and retention goals all at once.
What We’re Looking For
To be successful in this role, you must have / be:
• Experience handling a high volume of inbound and outbound customer communications in a sales, call centre, or customer service environment.
• Proven ability to work to sales targets and service level expectations.
• Strong communication skills with the ability to build rapport quickly and confidently.
• Excellent organisational skills with the ability to manage multiple priorities under pressure.
• High attention to detail and a consistent, accurate approach to work.
• Confident, reliable, and a strong team player.
We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.
About Us
Wilmington plc is a dynamic and expanding group of companies united by a simple purpose turning knowledge into advantage. We provide trusted information, training, and insight to professional markets across Risk & Compliance, Finance, Legal, and Insight sectors.
Our businesses help organisations and professionals perform better through high-quality, relevant, and reliable knowledge. We collaborate across the Group, share success, and remain relentlessly focused on delivering value for our customers.
Join us and do Work That Means Something
At Wilmington plc, we help customers do the right business in the right way providing data, insights, and education to navigate the Governance, Risk and Compliance (GRC) landscape.
When you join us, you’ll enjoy the flexibility of hybrid working alongside a broad range of learning, career, and development opportunities.
Whether you’re returning to work, taking your next step, or looking to make a bigger impact, you’ll be doing work with real meaning.
Join us and make a real difference. Click “APPLY” today