Customer Service Advisor

PHS Group Ltd.; Coleshill CP; Remote; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Salary paid annually

23 days annual leave plus bank holiday

Buy and sell holiday scheme

Pension scheme

Life assurance

Cycle to work

Wellbeing helpline

Onsite parking

Job summary

PHS Group Ltd. is hiring a Customer Service Advisor in Coleshill. The role focuses on supporting customers and ensuring needs are met efficiently and professionally.

You will handle inquiries, resolve issues, and maintain accurate records across multiple channels. Full training will be provided, with a strong emphasis on delivering high standards of service and working to SLAs.

Qualifications

• Demonstrates a positive, customer-focused approach.
• Excellent written and verbal communication.
• Empathy and ability to resolve issues professionally.
• Capable of handling a varied workload with initiative.

Responsibilities

• Handle customer enquiries and complaints via phone, email and service cases.
• Investigate issues and provide timely solutions.
• 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 relationships.
• Assist Sales Support and Customer Service Manager with tasks and projects as required.

Skills

Customer service

Communication

IT skills

Problem solving

Time management

Job description

Customer Service Advisor

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

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.

• 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.