Customer Service Advisor

Fitness Superstore; Moulton; On-site; GBP 27,000; Full time

Job summary

A prominent retail company in Moulton seeks a Customer Services Advisor for their Head Office. The role involves delivering excellent customer service, managing calls, processing orders, and collaborating with the warehouse team. Candidates should have at least 12 months of customer service experience and strong communication skills. The salary is £26,350 per annum, with additional bonuses available and benefits such as generous holidays and training opportunities.

Benefits

Bonus

Pension scheme

Paid lunch break

Staff discount

29 days holiday

Free car parking

Free use of in-store equipment

Full training

Free tea & coffee

Small friendly team

Qualifications

• At least 12 months experience in a customer service office environment.
• Ability to work under pressure and juggle multiple tasks.
• Experience with customer service platforms is a plus.

Responsibilities

• Provide excellent customer service to internal and external customers.
• Handle inbound and outbound calls with updates and support.
• Efficiently process customer orders and conduct fraud checks.
• Resolve delivery issues and process carrier claims effectively.
• Collaborate with the warehouse team for smooth order fulfilment.

Skills

Customer service experience

Communication skills

Attention to detail

Computer literacy

Team player

Organizational skills

Tools

Excel

Zendesk

Word

Outlook

Job description

Job Overview

Join us as a Customer Services Advisor at our Head Office earning a salary of £26,350 per annum with a discretionary bonus scheme from day one where you could expect to earn an additional £1,400 per annum.

Benefits

• Bonus
• Pension scheme
• 37.5 hours per week – but get paid for 40! Enjoy a full paid 30‑minute lunch break each day.
• Generous staff discount (following probation)
• 29 days holiday per year (including bank holidays)
• Free on‑site car parking
• Personal use of in‑store equipment after hours
• Full on‑the‑job training
• Free tea & coffee
• Working within a small friendly team

Responsibilities

• Provide excellent customer service: deliver outstanding service to both internal and external customers, always ensuring a positive experience.
• Handle inbound and outbound calls: manage inbound calls and proactively make outbound calls to customers, offering updates and support regarding their order status.
• Order processing: efficiently process customer orders while working alongside fraud checks.
• Coordinate with third‑party companies to ensure smooth order fulfilment and service delivery.
• Customer support: answer enquiries via phone, email, and live chat using Zendesk, offering support and information about orders, products, and services.
• Carrier reports & claims: react promptly to carrier reports, investigate delivery issues, and process carrier claims for lost or damaged items.
• Achieving delivery goals: work towards company deadlines to ensure timely next‑day deliveries, addressing any potential delays and finding resolutions where necessary.
• Warehouse collaboration: collaborate with the warehouse team to ensure smooth order fulfilment and resolve any shipping‑related concerns.
• Platform management: use various portals such as Amazon, eBay, PayPal, and Klarna to manage orders, process payments, and provide customer support through these platforms.
• Complaint resolution: address and resolve customer complaints effectively, ensuring a positive outcome for the customer while maintaining company standards.

Working Hours

Working 37.5 hours per week Monday to Friday (either 08:00‑16:00, 09:00‑17:00 or 10:00‑18:00). Weekends on a shift basis (1 in 3). However, due to the needs of the business this may change to either a 1 in 2 basis or a 1 in 4 basis therefore, allowing time with your family and friends. (Weekend hours would be Saturday 09:00‑17:00, Sunday 11:00‑14:00).

Qualifications

• Have at least 12 months experience within a customer service office‑based environment.
• Great communication skills – you will be dealing with customer queries face‑to‑face and over the phone.
• Ability to work in a pressurised environment, juggling multiple tasks simultaneously.
• The ability to be a team player.
• Excellent attention to detail.
• Computer‑literate skills including Excel, Word, and Outlook.
• Strong communication skills, both written and verbal, with a professional and friendly manner.
• Experience with customer service platforms, particularly Zendesk, is a plus.
• Ability to process orders, handle fraud checks, and resolve delivery issues efficiently.
• Familiarity with online selling platforms such as Amazon, eBay, PayPal, and Klarna – an advantage, but full training will be given.
• Excellent organisational skills with the ability to work under tight deadlines and manage workload.
• A proactive, flexible, solution‑oriented attitude and a passion for delivering exceptional customer service.