Customer Service Advisor

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

Job summary

A leading optical service provider based in Belfast is seeking a Customer Service Advisor to join their team. Ideal candidates will have at least one year of experience in customer service, strong communication skills, and a proactive attitude. Responsibilities include managing customer queries, processing orders, and ensuring service excellence. The role offers a competitive hourly rate of £12.60 and benefits such as life insurance, a company pension, and a generous holiday allowance.

Benefits

Company pension up to 5% matching

Life insurance – 3.5 times your salary

Quarterly bonus

33 days holiday allowance

Qualifications

• Minimum 1 year’s experience in a Customer Service environment.
• Strong communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Deliver excellent customer service and support.
• Process orders and manage customer queries.
• Log all calls for accurate record-keeping.

Skills

Excellent telephone manner

Strong problem-solving skills

Proactive attitude

Excellent PC and data skills

Education

Educational qualifications including Maths & English

Tools

SAP

Salesforce

Job description

About the Client

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.