Customer Service Advisor

JT Search; Swansea; On-site; GBP 20,000 - 23,000; Full time

Job summary

JT Search is seeking a Customer Service Advisor in Swansea to handle enquiries by phone, email and in person. You will gather information, resolve conflicts, and provide initial support while referring complex cases onward.

You will also keep records in line with data protection requirements and collaborate with colleagues and partner agencies to reach effective resolutions. Strong communication and customer-facing experience are essential.

Qualifications

• Minimum Level 3 qualifications (e.g. 2 A Levels) or equivalent experience.
• Confident IT skills including Microsoft Office.
• Excellent communication and customer service skills.
• Experience in a customer-facing role.

Responsibilities

• Handle enquiries by phone, email and in person.
• Gather and assess information accurately, spotting gaps or inconsistencies by listening to the customer.
• Defuse difficult situations and respond in ways that don't escape conflict.
• Give initial support to customers who are worried or in difficulty, and refer them on when they need more support.
• Keep accurate records and handle personal data in line with data protection requirements.
• Work with colleagues, external organisations and partner agencies to come to an effective resolution.
• Seek feedback and give it constructively.
• Work cooperatively and build rapport quickly.
• Think critically, weigh up options and make sound decisions.
• Be open to new ways of working and suggest improvements.

Skills

Communication skills

Customer service

IT skills

Customer facing experience

Education

Level 3 qualifications

Tools

Microsoft Office

Job description

As a Customer Service Advisor, you'll deal with enquiries, making sure everyone gets a clear, helpful and respectful response. You'll work under general supervision, but you'll often be trusted to make decisions and solve problems on your own.

You'll report to a Team Leader and have no supervisory responsibilities.

What you'll do

• Handle enquiries by phone, email and in person
• Gather and assess information accurately, spotting gaps or inconsistencies by listening to the customer
• Defuse difficult situations and respond in ways that don't escape conflict
• Give initial support to customers who are worried or in difficulty, and refer them on when they need more support
• Keep accurate records and handle personal data in line with data protection requirements
• Work with colleagues, external organisations and partner agencies to come to an effective resolution.

You will

• Seek feedback and give it constructively
• Work cooperatively and build rapport quickly
• Think critically, weigh up options and make sound decisions
• Be open to new ways of working and suggest improvements

Essential

• Minimum Level 3 qualifications (e.g. 2 A Levels, grades A-F) or equivalent experience
• Confident IT skills, including Microsoft applications
• Excellent communication and customer service skills
• Experience in a customer facing role