Customer Service Advisor

Job Title: Customer Service Advisor
Location: Chester (Hybrid – 1 day in the office following training)
Department: Customer Service
Reporting to: Customer Service Team Manager
Salary: £24,286 per annum
Working Hours: Full-time | Monday to Friday, 8:30am–6:00pm | Rotated Saturdays, 10:00am–2:00pm
Contracted Hours: 8:00am–8:00pm, Monday to Friday; 10:00am–2:00pm on Saturdays (rota-based)

About the Role
We are currently recruiting for a Customer Service Advisor to join a busy inbound customer service team. This role involves managing enquiries from a wide range of stakeholders, ensuring all interactions are handled professionally and efficiently to deliver a high standard of service.

The successful candidate will work closely with internal teams to resolve queries and support the delivery of a seamless customer experience. A strong focus will be placed on first-call resolution and maintaining clear and accurate communication records.

Key Responsibilities
Handle a high volume of inbound customer calls in a fast-paced environment

Manage queries via the shared Customer Service email inbox

Liaise with internal teams to ensure prompt and effective resolution of complaints

Support the Customer Relations team as needed

Maintain accurate records within the internal tracking system (STARS)

Log contact attempts and successful communications

Organise and complete scheduled callbacks as requested by clients

Participate in regular team meetings and training sessions

Complete additional tasks as required by management

Consistently deliver a high standard of customer service

Working Environment & Schedule
Hybrid working: 1 office-based day per week after completing training

Office-based during initial training period

Flexible one-hour lunch break

Saturday work on a rotational basis

This role is full-time only; part-time applications will not be considered

Additional Information
This position offers a permanent opportunity with clear expectations around working hours and performance. Applicants must be fully committed to the outlined schedule to support operational coverage and continuity.