Customer Service Advisor

phs Group plc; Birmingham; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Paid leave

Buy/sell holiday

Virtual GP

phs Perks discounts

ILM training

Apprenticeships

Onsite parking

Pension

Life assurance

Cycle to work

Family-friendly policies

Wellbeing helpline

Career development

Job summary

phs Direct / Mayflower in Coleshill is seeking a dedicated Customer Service Advisor to join our busy team. You’ll handle enquiries, resolve issues, and create accurate records while supporting the Sales Support function.

The role is full-time, Monday to Friday, 9:00am–5:00pm, with a salary of £25,047.67 per annum and a range of benefits designed to reward excellent service and career development within the phs Group.

Qualifications

• Customer-focused approach required.
• Excellent communication and listening skills.
• Empathy and ability to resolve customer concerns professionally.
• Ability to work on own initiative and manage a varied workload.
• Strong organisational skills and attention to detail.
• Good IT skills and confidence using computer systems.
• Commitment to delivering high standards of customer service.

Responsibilities

• Handle customer enquiries and complaints via phone, email, and service cases.
• Investigate issues and provide appropriate solutions in a timely manner.
• Maintain accurate records of customer interactions.
• Create new customer accounts and update existing information.
• Support Sales Support with order processing and enquiries.
• Liaise with internal departments to fulfill customer requirements.
• Work towards customer service SLAs and KPIs.
• Provide outstanding service and build positive customer relationships.
• Assist the Sales Support and Customer Service Manager with additional tasks and projects.

Skills

Customer-focused

Communication skills

Empathy

Initiative

Organisational skills

IT skills

Commitment to high standards

Job description

Customer Service Advisor

Location: Coleshill
Salary: £25,047.67 per annum
Hours: Full Time, Permanent, Monday to Friday, 9:00am - 5:00pm

Customer Service Advisor at phs Direct / Mayflower

Are you passionate about delivering exceptional customer service? Do you thrive on solving problems and helping customers find the right solutions?

We are looking for a motivated and customer-focused Customer Service Advisor to join our busy team in Coleshill. This is a fantastic opportunity for someone who enjoys speaking with customers, resolving queries, and working as part of a supportive and friendly team.

At phs Direct/Mayflower, we pride ourselves on giving our customers a positive experience every time they contact us. If you have excellent communication skills, a proactive attitude, and a genuine desire to help people, we'd love to hear from you.

What you'll be doing

As a Customer Service Advisor, you'll play a vital role in supporting our customers and ensuring their needs are met efficiently and professionally.

Your responsibilities will include:

• Handling customer enquiries and complaints via phone, email, and customer service cases.
• Investigating issues and providing appropriate solutions in a timely manner.
• Maintaining accurate records of customer interactions.
• Creating new customer accounts and updating existing account information.
• Supporting the Sales Support team with order processing and order enquiries.
• Liaising with internal departments to ensure customer requirements are fulfilled.
• Working towards customer service SLAs and departmental KPIs.
• Providing outstanding service and building positive customer relationships.
• Assisting the Sales Support and Customer Service Manager with additional tasks and projects as required.

What we’re looking for

The ideal candidate will have:

• A positive and customer-focused approach.
• Excellent communication and listening skills.
• Empathy and the ability to resolve customer concerns professionally.
• The ability to work on their own initiative and manage a varied workload.
• Strong organisational skills and attention to detail.
• Good IT skills and confidence using computer systems.
• A commitment to delivering high standards of customer service.

Previous experience within a Customer Service or Sales Support environment would be beneficial but is not essential, as full training will be provided.

What you’ll receive in return

• Salary of £25,047.67 per annum
• 23 days annual leave plus bank holidays
• Buy and sell holiday scheme
• Virtual GP service for you and your household
• phs Perks employee discounts with major retailers and supermarkets
• Accredited ILM training and development opportunities
• Apprenticeship opportunities
• Free onsite parking
• Pension scheme
• Life assurance
• Cycle to work scheme
• Enhanced family-friendly policies
• 24-hour wellbeing helpline
• A supportive team environment with opportunities for career development

About phs Direct / Mayflower

phs Direct and Mayflower provide a comprehensive range of specialist consumables, helping businesses maintain clean, safe, and fully stocked environments. From hygiene paper products and cleaning supplies to waste management solutions, we support organisations across the UK with high-quality products and expert service.

Diversity & Inclusion

At phs Group, we are committed to creating an inclusive workplace where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from all backgrounds and are dedicated to promoting equality, diversity, and inclusion throughout our business.