Customer Service Advisor

Securitas UK; South Shields; On-site; GBP 21,000 - 26,000; Full time

Job summary

Securitas UK is seeking two Customer Service Advisors to join the busy Multi-Client Team in Boldon. You will support customers across multiple client accounts, handling enquiries via telephone, email, live chat and other channels.

No two days are the same, with opportunities to develop skills across industries, systems and customer requirements. The role offers a 40-hour week on a rota basis within 08:00–20:00, including weekends.

Qualifications

• Experience in customer service or contact centre environments.
• Excellent written and verbal communication skills.
• Strong problem-solving and organisational abilities.
• Confidence using multiple systems and processes.
• Good attention to detail and accuracy.
• Calm under pressure with a professional approach.

Responsibilities

• Respond to customer enquiries via phone, email, live chat and other channels.
• Manage customer queries from initial contact through to resolution.
• Provide accurate information and support across multiple client accounts.
• Process orders, amendments, refunds, bookings and customer requests.
• Maintain accurate records within CRM and client systems.
• Resolve complaints and escalate complex issues as needed.
• Work to service levels, quality standards and KPIs.
• Collaborate with colleagues and client representatives.
• Ensure compliance with data protection and confidentiality requirements.

Skills

Customer service

Communication

Problem solving

Organisational skills

Teamwork

Job description

Job Description

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What you’ll be doing

• Responding to customer enquiries via phone, email, live chat, and other channels.
• Managing customer queries from initial contact through to resolution.
• Providing accurate information and support across multiple client accounts.
• Processing orders, amendments, refunds, bookings, and customer requests.
• Maintaining accurate records within CRM and client systems.
• Resolving complaints and escalating more complex issues when required.
• Working to service level agreements, quality standards, and KPIs.
• Collaborating with colleagues, internal departments, and client representatives.
• Ensuring compliance with data protection and confidentiality requirements.

Additional Information

The Contact Centre operates between 08:00 and 20:00, Monday to Sunday.

You will work 40 hours per week on a rota basis within these operating hours

Typical shift patterns include:

• 08:00 - 16:30
• 09:00 - 17:30
• 09:30 - 18:00
• 11:30 - 20:00

Weekend work forms part of the rota, typically involving either a Saturday or Sunday every other week, with a day off during the week in lieu

What we’re looking for

• Previous experience in customer service, contact centre, retail, hospitality, administration, or another customer-facing environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and organisational abilities.
• Confidence working with multiple systems and processes.
• Good attention to detail and accuracy.
• Ability to remain calm under pressure and handle challenging situations professionally.
• Adaptable, positive, and customer-focused approach.
• Ability to work both independently and as part of a team.

Are you passionate about delivering excellent customer service and helping customers find solutions?

We are looking for two Customer Service Advisors to join our busy Multi-Client Team in Boldon.

In this varied and rewarding role, you'll support customers across multiple client accounts, handling enquiries through telephone, email, live chat, and other communication channels.

No two days are the same, and you'll have the opportunity to develop your skills across a range of industries, systems, and customer requirements.

If you’re passionate about delivering excellent customer service and enjoy working in a fast-paced, supportive team environment, we’d love to hear from you.