Location: Southampton
Salary: £31,000 per annum + Bonus
Working Pattern: Hybrid (once fully trained)
Hours: Monday to Saturday, 5 days per week
8:00am-5:30pm or 9:00am-5:30pm (Saturdays 8am - 4pm and working from home once trained)
Saturdays worked on a 1-in-3 rota, with a lieu day during the weekAbout the Company
Our client is an established, values-driven organisation that genuinely invests in its people. With a strong commitment to delivering 100% customer satisfaction, they are seeking a Senior Customer Service Advisor to join their growing team.
This role is ideal for a customer-focused professional with experience in training, coaching, and supporting colleagues in a contact centre or customer service environment.
Key Responsibilities
Liaise with customers via telephone and webchat, responding to enquiries professionally and efficiently
Book appointments and manage customer schedules
Obtain and evaluate relevant information to resolve product and service enquiries
Provide accurate pricing and service information
Support administrative tasks, including managing returned mail and updating customer records
Assist the marketing team by contacting existing customers with promotional offers
Promote and offer the full range of appointments and services
Conduct customer follow-up calls following purchases or non-purchase interactions
Support, mentor, and coach new and existing colleagues through structured training
Contribute to the efficiency of call centre systems, including call routing and handling
Assist with coaching the team to achieve departmental targets
Act as a role model and provide support to the departmental management team
Serve as the first point of escalation for customer concerns and complaints, ensuring resolution in line with business procedures
Proactively monitor colleague calls on a monthly basis and produce performance, issues, and training needs reports for senior managementSkills and Experience Required
Excellent verbal and written communication skills
Strong active listening capability
Proven problem-solving and analytical skills
High attention to detail and accuracy
Self-motivated with the ability to lead by example
Strong customer-focused approach
Adaptable, with the ability to work on own initiative
Ability to work under pressure and consistently meet targets
Demonstrable teamwork and leadership skills
Previous experience in training and coaching colleagues
Confident IT and system literacyIf this role is of interest to you and you have the necessary skills and experience, please don't hesitate to APPLY.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy.
Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application
Salary description
£31000.00 - £31000.00 per year