Customer Service Advisor

As a Customer Service Advisor, you'll deal with enquiries, making sure everyone gets a clear, helpful and respectful response. You'll work under general supervision, but you'll often be trusted to make decisions and solve problems on your own.

You'll report to a Team Leader and have no supervisory responsibilities.

What you'll do

* Handle enquiries by phone, email and in person

* Gather and assess information accurately, spotting gaps or inconsistencies by listening to the customer

* Defuse difficult situations and respond in ways that don't escalate conflict

* Give initial support to customers who are worried or in difficulty, and refer them on when they need more support

* Keep accurate records and handle personal data in line with data protection requirements

* Work with colleagues, external organisations and partner agencies to come to an effective resolution.

You will:

* Seek feedback and give it constructively

* Work cooperatively and build rapport quickly

* Think critically, weigh up options and make sound decisions

* Be open to new ways of working and suggest improvements

Essential

* Minimum Level 3 qualifications (e.g. 2 A Levels, grades A–F) or equivalent experience

* Confident IT skills, including Microsoft applications

* Excellent communication and customer service skills

* Experience in a customer facing role