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.