Customer Service Advisor

B&M Retail Limited; Liverpool; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading company as a Customer Service Advisor in Liverpool. This full-time role involves responding to customer queries across multiple channels, ensuring exceptional service, and collaborating with internal teams. Ideal for energetic individuals with a passion for customer care.

Benefits

Discounts in stores

Free parking

Access to colleague portal with retailer discounts

Qualifications

• Previous customer service experience in a fast-paced environment.
• Strong written and verbal communication skills.

Responsibilities

• Answering customer queries via live chat, phone, and email.
• Liaising with internal teams to resolve customer queries.
• Completing accurate records for department reporting.

Skills

Customer Service

Communication

Conflict Resolution

Empathy

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

We have an exciting opportunity to join our Customer Service team as a Customer Service Advisor!

Fully office-based at the Support Centre in Speke, Liverpool, this full-time position involves working 39 hours per week (8:30 am – 5 pm) with occasional Saturday shifts (9 am – 3 pm) and bank holiday cover.

The role of Customer Service Advisor is fast-paced and varied, where no two days are the same. As the first point of contact for customer queries, you’ll need to be energetic, empathetic, and confident in providing appropriate solutions across a wide range of situations. You will join a dedicated, supportive team that actively listens and responds to high volumes of questions, queries, compliments, and concerns across multiple channels daily.

The key activities in this role are:

1. Answering and responding to customer queries via live chat, phone, and email.
2. Making follow-up outbound calls to customers — no cold calling.
3. Liaising with internal teams and suppliers to resolve customer queries.
4. Completing accurate records to support department reporting.
5. Attending meetings to stay updated with the latest business news.
6. Positively representing our brand when engaging with customers.

The experience/skills required in the role are:

1. Previous customer service experience in a fast-paced environment.
2. Experience with Live Chat and customer support ticketing systems is beneficial but not essential.
3. Ability to provide exceptional customer service, balancing company and customer needs.
4. Confidence in conflict resolution and remaining calm under pressure.
5. Strong written and verbal communication skills.
6. Proficiency in Microsoft Word, Excel, and Outlook.
7. Ability to work independently and as part of a team.

We also offer a range of great benefits, including discounts in our stores, free parking at our Support Centre, access to our colleague portal with additional retailer discounts, and more! Check out our full benefits here.

If you're looking for a new challenge within a busy team and a growing business, apply online today!

B&M Retail is an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues.