Customer Service Advisor

Thorn Baker Industrial; Belfast; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Service Advisor in Belfast for a temp to permanent position. The role requires delivering excellent customer service while managing customer demands and responding to inquiries. Candidates should have at least a year of experience in a customer service environment and possess strong communication skills. Benefits include £12.60 per hour, pension matching, life insurance, and a supportive team environment. An optical background is preferred but not mandatory.

Benefits

Company pension up to 5% matching

Life insurance – 3.5 times your salary

Quarterly bonus

33 days holiday allowance

Qualifications

• Minimum 1 year experience in a Customer Service environment.
• Optical background preferred.

Responsibilities

• Deliver excellent customer service whilst balancing customer demands.
• Log all incoming and outgoing calls for accurate record-keeping.
• Process orders, POS transactions, and credits on the same day they are received.

Skills

Excellent telephone manner and communication skills

Strong problem-solving skills

Proactive, "can-do" attitude

Excellent PC, data, and administration skills

Ability to work independently while being a strong team player

Education

Educational qualifications including Maths & English

Tools

Salesforce

SAP

AS400

Annapura

Microsoft Office

Job description

Overview

We are recruiting for a Customer Service Advisor to join our highly successful Optical client in Belfast. Are you looking for a temp to permanent position, working as part of a team rather than just a number, where development is encouraged? Then this is the career for you.

About the Client

Our client has developed a reputation for high-quality lenses and frames. Their customer relationships span many years, which is a testament to their quality and service. The Customer Service Team strives to deliver customer satisfaction and provide a timely response to any situation. Their goal is to make it easy for customers to recognise them as a preferred supplier. The company is part of a wider organisation with over 7,200 stores and 39,000 employees.

Job Role

To deliver excellent customer service whilst balancing customer demands. Some travel to sites may be required for training purposes.

Pay and Benefits

• £12.60 per hour (annual equivalent £24,570, based on a 37.5-hour week)
• 8:45–16:45 Mon–Thu / 8:15–16:15 Fri
• Company pension up to 5% matching
• Life insurance – 3.5 times your salary
• Work within a small team (8–9 people)
• Share Save Scheme
• Quarterly bonus
• 33 days holiday allowance (including bank holidays)

Responsibilities

• Offer customers a diverse range of solutions, comprehensive support, and valuable information—covering order chasing, placing orders, order queries, stock issues, technical EDI queries, deliveries, pricing, and promotions
• Deliver customer call backs within agreed timelines
• Log all incoming and outgoing calls for accurate record-keeping
• Prioritise and expedite urgent customer orders to ensure swift processing and delivery
• Accurately process orders, POS transactions, and credits on the same day they are received
• Monitor and address emails promptly to ensure timely responses
• Take accountability for generating high-quality Salesforce cases and contacts
• Collaborate across functions and locations to maintain clear communication and support business operations
• Escalate issues to the Team Manager or Business Development Managers when required
• Work towards agreed KPIs to deliver service excellence

Must-Have Qualifications / Experience

• Minimum 1 year’s experience in a Customer Service environment
• Excellent telephone manner and communication skills
• Strong problem-solving skills, with the ability to use initiative or escalate queries effectively
• A proactive, “can-do” attitude
• Ability to work independently while being a strong team player
• Excellent PC, data, and administration skills
• Experience with SAP, AS400, or Annapura
• Proven CRM experience (e.g., Salesforce)
• Good working knowledge of Microsoft Office
• Educational qualifications including Maths & English
• Optical background preferred

Next Steps

Apply with your CV or call and ask for Dan in the Nottingham office if you require any further information. Once this step is completed, you will receive a start date with our client—usual turnaround is around one week.

If this position is not the one for you, we have more great roles on our jobs page. Take a look here: https://www.thornbakerindustrial.co.uk/job-search