Customer Service Advisor

Jobs Surrey Limited; Walton-on-Thames; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Supportive environment

Training and development

Opportunity to make a difference for a

Positive impact on customers

Growth in a caring team

Job summary

Jobs Surrey Limited in Weybridge, Surrey, is seeking a Call Handler to deliver excellent customer service, manage enquiries, coordinate appointments, and maintain accurate records within a busy team. The role emphasises empathy, organisation, and effective communication in a customer-focused environment.

You will support operational teams, learn our products and services, and help ensure a smooth customer journey while adhering to data protection and company policies.

Qualifications

• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Confident using IT systems, including Microsoft Office 365.
• Attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Empathetic approach supporting customers and carers.
• Ability to work independently and as part of a team.

Responsibilities

• Act as a professional ambassador, delivering outstanding customer service.
• Handle a high volume of inbound and outbound calls.
• Respond to email enquiries within SLAs.
• Schedule and coordinate customer appointments.
• Create, update and maintain accurate customer records.
• Resolve queries and complaints, escalate when appropriate.
• Develop understanding of products and services.
• Meet or exceed KPIs.
• Collaborate with colleagues and operational teams.
• Complete administrative processes accurately and ensure compliance with policies.

Skills

Excellent customer service

Communication skills

Organisational skills

Time management

Empathetic approach

Teamwork

Tools

CRM systems

Microsoft Office 365

Job description

Job Description

Job Specification – Call Handler

Job Title

Call Handler based in Weybridge, Surrey

Role Purpose

Our client delivers high-quality, affordable optical and hearing care including home visits.

As a Call Handler, you play a vital role in delivering exceptional customer service by managing enquiries, coordinating appointments, maintaining accurate records, and supporting operational teams. This is a key position within a busy, customer-focused environment, requiring excellent communication, organisational, and problem-solving skills. The successful candidate will provide a professional, empathetic service while ensuring a seamless customer journey.

Key Responsibilities

• Act as a professional ambassador for the business, delivering outstanding customer service.
• Handle a high volume of inbound and outbound telephone calls.
• Respond to customer email enquiries within agreed service level agreements (SLAs).
• Schedule and coordinate customer appointments.
• Create, update, and maintain accurate customer records.
• Resolve customer queries and complaints, escalating where appropriate.
• Develop a thorough understanding of the organisation's products and services.
• Meet or exceed individual and team Key Performance Indicators (KPIs).
• Work collaboratively with colleagues and operational teams to achieve shared objectives.
• Complete administrative processes accurately, including relevant notifications and documentation.
• Ensure compliance with company policies, confidentiality requirements, and data protection legislation.

Person Specification

Essential Skills and Experience

• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Confident using a range of IT systems, including Microsoft Office 365.
• Excellent attention to detail and accuracy.
• Ability to work effectively in a fast-paced environment.
• A compassionate and empathetic approach when supporting customers, their families, and carers.
• Ability to work independently and as part of a team.

Desirable Skills and Experience

• Previous experience in a call centre or customer service environment.
• Experience using Customer Relationship Management (CRM) systems.
• Experience coordinating appointments or managing diaries.
• Previous experience within a healthcare, domiciliary, or customer-focused environment.
• Experience supporting local marketing or social media activities.

Personal Attributes

• Friendly, approachable, and professional.
• Excellent listening and interpersonal skills.
• Calm under pressure with strong problem‑solving abilities.
• Reliable, adaptable, and flexible.
• Positive attitude with a commitment to delivering exceptional customer service.
• Motivated to achieve targets while maintaining high standards of quality.

Working Relationships

The Call Handler will work closely with:

• Operational and field-based teams
• Management
• Administrative colleagues
• Customers, their families, and carers

What We Offer

• A supportive and collaborative working environment.
• Ongoing training and development opportunities.
• The opportunity to make a positive difference to customers through excellent service.
• A varied and rewarding role within a growing customer-focused organisation.