Customer Experience Advisor

Virgin Money; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading financial service provider is seeking a Customer Experience Advisor in Newcastle. The role includes managing customer relationships, ensuring compliance with service levels, and contributing to great customer experiences. Current benefits include a competitive salary and generous time-off policies. Candidates should possess strong communication and customer service skills, alongside effective time management.

Benefits

Competitive salary package

Hybrid work from home after probation

25 days annual leave plus bank holidays

Enhanced family leave benefits

Access to employee wellbeing program

Referral rewards up to £1000

Positive work-life balance culture

Recognition programs

Qualifications

• Strong, confident personality with internal sales and/or customer service background.
• Time management and communication skills are essential.
• Good numerical ability required.

Responsibilities

• First point of contact for customer inquiries in assigned portfolio.
• Manage customer service cycle and compliance with HMRC.
• Proactively engage with existing customers to generate income.

Skills

Time management

Communication

Customer service

Internal sales

Head for numbers

Job description

• Customer Experience Advisor jobs in Tyne and Wear

Posted 6 days ago

Job Description

Who we are?

Europa Worldwide Group is an ambitious independent logistics operator with three divisions, Europa Road, Europa Air & Sea, and Europa Warehouse, and has been featured in The Sunday Times Top Track 250 for three years.

The group employs over 1,100 people with 16 sales and customer services sites across the UK and Ireland, and the Republic of Ireland, plus Europa’s own teams in Belgium, the Netherlands, Hong Kong, China, India, the UAE and South Africa.

We are looking for.

A Customer Service Operator to join our branch in Newcastle! You will build, manage and maintain relationships with customers as directed by the customer service manager and manage the day-to-day operations of the customers in your portfolio ensuring agreed service levels and financial targets are met.

Some of the many benefits we can offer in return

• Competitive Salary Package
• Hours Monday to Friday 9am to 5.30pm. Hybrid work from home on Friday after probation.
• Convenient Onsite Amenities: Free car parking
• Generous Time Off: Benefit from 25 days of annual leave plus all UK bank holidays.
• Enhanced Family Leave: Benefit from enhanced maternity, paternity, and adoption pay.
• Wellbeing Focus: Access our employee wellbeing programme for your overall health and happiness.
• Referral Rewards: Earn up to £1000 by referring a friend to join our team.
• Work-Life Balance: Thrive in a fantastic working culture that promotes an excellent work-life balance.
• Recognition Programs: Celebrate your contributions with our charity 50-50 and long service awards.

What you will be doing as Customer Service Operator?

• Be the first point of contact for all matters related to your assigned portfolio of customers.
• Be responsible to communicate providing updates for customers through either phone or email facet.
• Manage the customer service cycle from start to finish ensuring that key information required to prepare quotes and process consignments are compliant with HMRC customs.
• Provide a variety of quotes to your customer to best service their requirements in an ever-changing scenario.
• Be responsible to ensure that make sure the commodity codes and invoices are correct and processed for dispatched.
• Be proactive in approaching and engaging with existing customers to generate income
• Respond in a timely manner to problem or concerns from customers within the required turnaround time.

Our Ideal Customer Service Operator

• Strong, confident personality with an internal sales background and/or customer service background.
• Time management skills are essential as are communication (face-to-face and over the phone) skills.
• A good head for numbers is required.
• Excellent communicator and dedication to excellent customer service
• A desire to improve the Gross profit margins.

Europa Worldwide Group do not accept agency CV submissions unless specifically requested/ engaged with the role by the Internal Recruitment Team. Please do not submit speculative CV’S to our Recruiters, Employees, Hiring Managers, or any branches/locations directly. Europa will not be responsible for any fees related to CV’s received in this unsolicited manner.

Please note - if you submit your CV, you are giving Europa Worldwide Group Ltd, and its subsidiaries consent to hold your personal data. All applications will be dealt with according to General Data Protection Regulations. Europa Worldwide Group are committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Customer Service Manager

Gosforth, North East Mapped Recruitment

Posted 1 day ago

Job Description

Mapped Recruitment is delighted to be partnering with an existing client on their search for a Head of Customer Service to join their team based in Newcastle.

This is an exciting opportunity to join an independent SME D2C e-commerce-driven business (with presence in the UK, US and EMEA) reporting directly to the COO of the company.

As Head of Customer Service, you will lead the delivery of exceptional customer experiences across

all channels.

Key Responsibilities:

• Customer Service Leadership: Lead and manage the customer service team
• Customer Experience Strategy: Develop and implement strategies to enhance the end-to-end customer journey, increasing satisfaction through all CS Channels.
• Team Development & Performance: Recruit, train, and mentor team members, fostering a culture of accountability, empathy, and continuous improvement.
• Support Operations Management: Oversee day-to-day operations, including SLAs, KPIs, and process efficiencies to ensure high-quality service delivery.
• Cross-functional Collaboration: Work closely with e-commerce, product, and operations teams to ensure customer feedback informs business decisions and improvements.
• Customer Insight & Feedback: Monitor and analyse customer interactions and satisfaction metrics to identify trends, pain points, and opportunities for service improvement.
• Crisis & Escalation Handling: Manage complex customer issues and escalations, ensuring they are resolved quickly and appropriately, protecting brand reputation.
• Technology & Tools: Evaluate and implement customer support tools and platforms to streamline workflows, improve reporting, and enhance the overall support experience.
• Policy & Process Development : Create and refine policies, FAQs, and internal processes to ensure clarity, consistency, and efficiency in customer interactions

Key Requirements:

• A proven track record of Customer Service Manager experience within leadership roles
• Experience within SME and D2C e-commerce businesses
• A passion for exceptional customer experience
• Experience with the implementation of customer service tools

This role will be based in the Newcastle office 5 days a week

Customer Service Representative

Cramlington, North East Pure Fishing

Posted 1 day ago

Job Description

About Us:

Pure Fishing is a leading global provider of fishing tackle, lures, rods, and reels with a portfolio of brands. We have operations throughout 23 countries, with office bases in Breda, Copenhagen, Sweden, and the UK, as well as smaller sales offices in most other European countries.

Our mission is to provide the ultimate experience for anglers and customers through leading brands, innovative products, and superior services delivering exceptional financial results by a passionate, high-performing team. We are dedicated to helping you have more fun and catch more fish!

Job Summary:

Reporting to the Customer Service Team Leader, you will join a multi-skilled team responsible for supporting the full customer journey on a 6-month temporary basis. You will be responsible for all administrative processes to support an efficient service to our customers, consumers and to our Sales team.

Specific Responsibilities:

• Liaising with all customers, consumers and our Sales team via phone and email. Providing an efficient and professional service by focusing on meeting their needs through courteous attention to detail and timely follow-up on all requests and issues.
• Collaborating with the Customer Service team to ensure we are providing exceptional service to our customers and consumers.
• Actioning calls regarding faulty products and processing returned goods onto the SAP system.
• Arranging collections from customers for delivery to the warehouse, service centres or Cramlington office.
• Updating and maintenance of SAP local master data.
• Carrying out a variety of administrative tasks to support the Customer Service team.
• Any additional similar duties as required to ensure the efficiency of the Customer Service function.

Role Requirements:

• A solid educational background is required.
• 1-2 years of similar customer service experience is essential.
• The ability to communicate effectively, both written and verbally, with colleagues, customers, and consumers is essential.
• Knowledge of the fishing tackle industry and products is preferred but not essential.
• A good working knowledge of Excel, Word and Outlook is essential with working knowledge of SAP being advantageous although training would be provided.

What we can offer:

This role is based from our modern office space in Cramlington, UK. An attractive salary and benefits package is available for the successful candidate, based on skills and experience, together with the learning, development, and career opportunities you would expect in a global organisation. On top of that, we have a great flexible team-working environment, a highly dynamic and passionate team to work with, and the opportunity to progress for the right candidate.

If you are ready for a change or a new opportunity in an exciting dynamic business, then please get in touch. For further details or to apply, please contact the Human Resources Team on

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Customer Service Manager

Gateshead, North East NRG.

Posted 1 day ago

Job Description

Full Time - 12 Month FTC

Gateshead

Hybrid (up to 3 days/week in-office)

Are you looking to join an industry leading business that works with global brands? If this sounds like you, we are looking for an experienced Customer Service Manager to lead our clients dynamic and fast-paced 40-seat multilingual contact centre. This is a hands-on leadership role, where you'll be responsible for ensuring a seamless, high-quality customer journey across multiple campaigns and clients.

You’ll drive operational performance, lead and coach a team of Team Leaders and agents, and work closely with the Client Delivery and Operations teams to continuously improve service, efficiency, and results.

What’s in it for you?

• Starting salary: Up to £50,000 + annual bonus scheme
• Holidays: 25 days + bank holidays + your birthday off
• Private Medical Insurance

What you’ll be doing:

• Oversee day-to-day contact centre operations, ensuring service excellence and SLA delivery
• Lead, coach, and develop Team Leaders and agents to meet quality and performance goals
• Work with forecasting and planning to ensure optimal staffing and resource alignment
• Monitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)
• Collaborate with clients and internal stakeholders to resolve issues quickly and professionally
• Drive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)
• Support client reviews, presenting insight and performance data
• Champion employee engagement and build a positive, high-performing team culture

What they are looking for:

• Proven success in a senior contact centre management role
• Experience managing teams in a high-volume, customer-focused environment
• Strong leadership and performance management skills
• Data-savvy and confident working with KPIs and service metrics
• Experience with CRM systems, contact centre platforms, and omnichannel support
• Collaborative approach with clients and internal teams
• Track record of implementing change and driving service improvements
• Bonus: Experience in FMCG, marketing services, or multilingual operations

This is a fantastic opportunity to make a real impact in a growing business where customer experience is at the heart of everything we do.

If you are interested in this role of Customer Service Manager, click ‘apply now’ and a member of the team will be in touch.

NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.

Customer Service Advisor

Newcastle upon Tyne, North East Russell Tobin

Posted 1 day ago

Job Description

Customer Service Advisor – Full Time (Office Based)

Location: Mercury House, Cobalt Business Park, Newcastle NE27 0BY

Employment Type: Full-Time | Permanent | Office-Based

Join one of the UK’s leading financial service providers!

We’re hiring Customer Service Advisors to join a friendly and professional support team in our Newcastle office. If you're passionate about helping people and want to kick-start or grow your career in banking and financial services, this is a great opportunity!

What You’ll Do:

• Answer incoming customer calls in a professional and friendly manner
• Assist customers with banking-related queries and provide accurate information
• Log and validate each contact on the internal system
• Use internal tools and systems to resolve queries efficiently
• Provide excellent customer service with a focus on quality and care

What We Offer:

• Comprehensive 2–3 weeks paid training to set you up for success
• A supportive work environment with career growth opportunities
• Office-based role in a vibrant, modern workplace
• Competitive annual salary with holiday benefits
• Work with a trusted UK banking brand that values its customers and employees

Who We’re Looking For:

• Excellent verbal communication and problem-solving skills
• A team player with a positive attitude
• Willingness to work flexible shifts and weekends as needed
• Previous customer service experience is a plus, but not essential – we provide full training!

Customer Service Manager

Newcastle upon Tyne, North East Hays Business Support

Posted 21 days ago

Job Description

full time

Customer Service ManagerAre you passionate about putting customers at the heart of decision-making? Do you thrive on turning insight into action and fostering a customer-first culture? If so, we'd love to hear from you.

About the Role
As Customer Research & Insight Manager, you'll lead the development and delivery of a comprehensive research and insight programme that ensures our customers' voices are heard and acted upon. You will:
*Design and manage a range of research initiatives to deepen customer understanding and influence business decisions
*Oversee customer satisfaction measurement, including methodology, survey design, and supplier relationships
*Map and analyse the end-to-end customer journey to identify key moments and pain points
*Lead on Tenant Satisfaction Measures (TSM), ensuring compliance, robust data, and actionable insights through compelling visual storytelling
*Manage and mentor a Customer Research & Insight Analyst, delivering customer segmentation and personas to inform service improvements and strategic planning

Why Join Our Client?
* We offer a rewarding package that supports your wellbeing and work-life balance:
* 28 days annual leave (plus bank holidays), pro-rated for part-time roles
*Hybrid working - up to 2 days a week from home
*Health cash plan - claim back over 1,000 annually on essential healthcare like dental, optical, and physio. We'll also cover your dependent children (up to age 21 or 24 if in full-time education)
*Discounts and cashback - save on gym memberships, supermarkets, travel, cinema, and more
*Generous pension scheme with life insurance (3x salary)

About You
* We're looking for someone who brings:
*A genuine passion for customer insight and a curiosity for data
*A relevant qualification (e.g. MRS Advanced Certificate, or a social science degree with strong quantitative research components) or equivalent experience
*Proven experience managing quantitative research projects from start to finish
*Strong communication skills - verbal, written, and visual - with the ability to tailor messages for different audiences
*Confidence working with stakeholders at all levels, including senior leaders



Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

Customer Service Representative

Felling, North East Manpower UK Ltd

Posted 21 days ago

Job Description

temporary

Our international client based in Felling Gateshead are looking for a Customer Service Representative who supports and assures the Customer Service Team's highly professional interactions with customers associated with their order processing, complaint registration, general management and information required.

Hours - Monday to Friday 36.15 min a week between 8.30am to 4.30pm
Hourly rate - 13.00per hour
Duration - 4 months initially

Key responsibilities;

• Register and process orders in the SAP system received via email, phone or through other contact with the customer or associate.
• Acts as first level contact with customers for order receipt, quotations, general enquiries and attempting to resolve complaints.
• Where appropriate contact agents and make necessary arrangements for delivery to an agent, vessel or direct to customers.
• Ensure order processing is handled on time and in full and is transferred to the appropriate warehouse, logistic team and transport company.
• Ensures cooperation and fosters good relationships between customer service and field sales force regarding administration of customer's orders.
• Obtain adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).
• Raises issues in delivery and/or invoice process with Team Co-ordinator and/or Cluster Customer Service Manager.
• Refers higher level customer complaints to Team Co-ordinator and/or Cluster Customer Service Manager.
• Makes proposals for improvements to work processes to Cluster Customer Service Manager and OTC Development Manager.
• Completes registering / filing / archiving of customer service-related documentation.
• Adheres to all applicable corporate as well as site policies/procedures with attention to personal conduct/HS&E standards and acts in compliance with all regulations.
• Completes all mandatory H&S and compliance internal training modules.

Experience

Language Skills

• Good local language required

IT Skills

• Strong IT literacy, especially in all Microsoft office applications. Excel and outlook
• SAP Knowledge

Other Skills

• Good networking skills with all stakeholders across several internal and external functions
• Demonstrable experience of ability to work under pressure
• Attention to detail and accuracy
• Strong client-facing and communication skills
• Problem- solving
• Proactivity

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Job title

Location

Customer Service Advisor

Newcastle upon Tyne, North East Back 2 Work

Posted today

Job Description

permanent

Were recruiting for Customer Service Advisors to earn up to £24,064 per annum.

Uncapped commission

Training is included to prepare you for this role

Customer Service Advisor role:

This team sell products to new and existing customers which includes Mobile, Sim contracts,tablets, laptops, smart watches, home Broadband, TV, 4G Wi-Fi (Mobile and Home)and alsoinsurance .

WHJS1_UKTJ

Customer Service Advisor

SR5 3XB Sunderland, North East Back 2 Work

Posted today

Job Description

permanent

Were recruiting for Customer Service Advisors to earn £12.50 per hour.

Free parking available

Good transport links

Training is included to prepare you for this role

Customer Service Advisor role:

Deliver excellent customer experience in line with the company's Quality Framework

Act as the primary point of contact to their customers pro.

WHJS1_UKTJ

Customer Service Advisor

SR5 3XB Sunderland, North East Back 2 Work

Posted today

Job Description

permanent

Were recruiting for Customer Service Advisors to earn £12.50 per hour.

Free parking available

Good transport links

Training is included to prepare you for this role

Customer Service Advisor role:

Deliver excellent customer experience in line with the company's Quality Framework

Act as the primary point of contact to their customers pro.

WHJS1_UKTJ

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