Customer Service Advisor

Osborne Appointments; United Kingdom; Hybrid; GBP 26,000; Full time

Job summary

A leading customer service provider in Milton Keynes is seeking a Customer Service Advisor to join their team. The role offers a hybrid working model and includes managing customer service cases and interactions with clients. Responsibilities include handling bookings, resolving issues, and ensuring high-quality service. Candidates should have experience in customer service and strong communication skills. The position comes with a salary of £25,397 and benefits such as a quarterly bonus and 25 days of holiday plus bank holidays.

Benefits

Quarterly bonus scheme

25 days holiday plus bank holidays

Your birthday off work

Free on-site parking

Qualifications

• Experience in a customer service or administration role is required.
• Ability to work independently and as part of a team is essential.
• Must be comfortable working under pressure and multitasking.

Responsibilities

• Manage and track customer service cases via the case management system.
• Confirm bookings promptly with customers via telephone and email.
• Handle enquiries and reservations from dealers and customers.

Skills

Proven experience in a customer service or administration role

Strong attention to detail

Excellent telephone manner

Highly accurate verbal and written communication skills

Comfortable working to tight deadlines

Tools

Multiple IT systems

Job description

Role: Customer Service Advisor
Location: Milton Keynes / Hybrid working
Hours: Full time, permanent (08:30am–5:30pm with one hour lunch)
Salary: £25,397

An excellent opportunity has now arisen for a Customer Service Advisor to join our client’s successful team.

If you want to be part of a sociable team where people are genuinely looked after (and a little bit spoilt!), with a small business feel and a real family-style culture, then this could be the role for you.

Who are we?
Our client operates within a fast-paced, customer-focused environment, supporting multiple programmes and stakeholders. They pride themselves on delivering a high standard of service while maintaining a close-knit, supportive working culture. After an initial training period, the role offers hybrid working (2 days from home and 3 days office-based).

Salary of £25,397

Quarterly bonus scheme

Hybrid working (2 days WFH / 3 days office based after training)

25 days holiday plus bank holidays, increasing with length of service

Your birthday off work

Free on-site parking

Permanent, full-time position

Supportive, sociable team environment

Small business feel with a family-focused culture

Duties of a Customer Service Advisor:

Managing and tracking customer service cases via the Case Management system in line with agreed SLAs

Reviewing customer insurance qualifications against policy terms using AI systems or manually over the phone

Confirming bookings promptly with customers via telephone and email

Handling enquiries and reservations from dealers and customers to operational standards

Amending bookings immediately in line with company procedures

Proactively informing customers of any potential issues via phone, email, text or WhatsApp

Raising taxi requests on external booking systems once approval is received

Placing and managing reservations on external supplier systems

Managing incoming calls to the Customer Service phone line, including dealer, client and customer queries

Producing daily reporting when instructed

Managing shared inbox enquiries to agreed service standards

Liaising with suppliers to resolve issues and find solutions

Managing booking closures and breakdown move-over processes

Resolving issues between integrated systems

Maintaining accurate administrative logs and updating case notes daily

Escalating concerns to the relevant department or management when required

Supporting wider Customer Service activities and providing cover as needed

What we would like from you:

Proven experience in a customer service or administration role

Highly driven with the ability to work independently and as part of a team

Comfortable working to tight deadlines while multitasking

Confident using multiple IT systems and learning bespoke software

Highly accurate verbal and written communication skills

Professional, proactive and customer-focused approach

Strong attention to detail and analytical ability

Excellent telephone manner

Able to build effective relationships with internal and external stakeholders

If you are interested in this role,