Customer Service Advisor

Echo Managed Services; Walsall; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Family-friendly leave

Company pension

Health & wellbeing program

Cycle to Work

Discounts & vouchers

Training & development

Recognition schemes

Job summary

South Staffordshire Group is seeking a Customer Service Advisor to handle customer calls, assist with payments and billing, and resolve service queries while delivering a high standard of service. You will work with colleagues to support team goals in a positive environment and engage in ongoing training to expand product knowledge.

The role is full-time with shifts 8:00am–6:00pm, Monday–Friday, and 1 in 4 Saturdays 8:00am–1:00pm, plus a comprehensive benefits package and development

Qualifications

• Previous experience in customer service, whether in a contact centre, retail, hospitality or another customer-facing environment.
• Strong communication and listening skills.
• Confidence using computer systems and learning new processes.
• Ability to remain calm and professional when dealing with challenging customer situations.
• A positive attitude and willingness to learn.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Handle customer calls professionally, assisting with payments, Direct Debits, billing enquiries, and service-related queries
• Deliver a high standard of customer service on every interaction
• Support customers by resolving queries quickly and effectively while providing reassurance and guidance
• Work closely with colleagues to support team goals and maintain a positive working environment
• Engage fully with training and continuous development opportunities to build product and service knowledge

Skills

Communication skills

Customer service experience

Teamwork

Tools

CRM software

Job description

Customer Service Advisor

• Handle customer calls professionally, assisting with payments, Direct Debits, billing enquiries, and service-related queries
• Deliver a high standard of customer service on every interaction
• Support customers by resolving queries quickly and effectively while providing reassurance and guidance
• Work closely with colleagues to support team goals and maintain a positive working environment
• Engage fully with training and continuous development opportunities to build product and service knowledge

Shift Pattern:

• Full Time - 37.5 hours per week
• Monday to Friday with shifts between 8:00am - 6:00pm
• 1 in 4 Saturdays between 8:00am - 1:00pm

What You'll Need:

• Previous experience in customer service, whether in a contact centre, retail, hospitality or another customer‑facing environment
• Strong communication and listening skills
• Confidence using computer systems and learning new processes
• Ability to remain calm and professional when dealing with challenging customer situations
• A positive attitude and willingness to learn
• Ability to work effectively both independently and as part of a team

What You'll Get:

• Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days
• Financial & Life Assurance:Company Pension Scheme with salary sacrifice options
• Health & Wellbeing:Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents
• Lifestyle & Perks:Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers
• Professional Development: Hands‑on training and ongoing career development opportunities
• Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
• Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards

At South Staffordshire Group, inclusion matters. We have a wide range of employee networks which are employee‑led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.

We are committed to building a team that reflects the diversity of the communities we serve.

We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.

We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.