Customer Service Advisor

Arco Professional Safety Services Ltd.; Warrington; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

32 days holiday

Pension up to 8%

Life Assurance

Perkbox discounts

Employee Assistance Programme

Health Cash Plan

Learning Management System

Volunteer days

Job summary

Arco Professional Safety Services Ltd. is seeking a Customer Support Advisor for our Safety Services Training Team in a hybrid role (3 days in office, 2 from home).

You will handle inquiries, manage CRM records, and coordinate instructor schedules with a focus on first-contact resolution. You should bring customer service experience, strong relationship skills, diary management, and solid IT/CRM proficiency.

Qualifications

• Previous experience in a customer service role.
• Strong relationship building skills.
• Diary management skills.
• Attention to detail.
• Excellent IT skills (CRM proficient is desirable).
• A positive, can-do attitude.

Responsibilities

• Handling inbound calls, emails, orders and website enquiries within SLAs
• Recording all customer enquiries on the CRM system and updating communications
• Prioritising bookings based on Instructor diary availability and co-ordinating Instructor diary, hotel and travel arrangements
• Proactively providing customers with updates on any delays, issues and progression of orders
• Using your own judgement to ensure first contact resolution, whilst working with other departments to provide excellent levels of customer service
• Processing course returns using bespoke CRM system and relevant awarding body portals
• Carrying out day to day admin duties as required

Skills

Customer service

Relationship building

Diary management

Attention to detail

CRM proficiency

IT skills

Job description

About The Role

At Arco Professional Safety Services, part of the Arco Family, we have an unrivalled reputation for being the UK’s leading independent supplier of Safety Training and Respiratory Services with a core purpose to keep people safe at work. We are looking for a Customer Support Advisor in our Safety Services Training Team that shares our core values; respect for people, hard work and enterprise. As a Customer Support Advisor you will act as the first line of support and handle all customer contact coming into our training department, providing excellent customer experience and an exceptional customer journey.

Our Customer Service Advisor role is a hybrid position, Monday to Friday, with 3 days in the office and 2 days working from home. The working hours are 08:00 to 16:30, with a 1 hour lunch break.

Key responsibilities include:

• Handling inbound calls, emails, orders and website enquiries within SLAs
• Recording all customer enquiries on the CRM system and updating communications
• Prioritising bookings based on Instructor diary availability and co-ordinating Instructor diary, hotel and travel arrangements. liaising with Instructors when needed
• Proactively providing customers with updates on any delays, issues and progression of orders
• Using your own judgement to ensure first contact resolution, whilst working with other departments to provide excellent levels of customer service
• Processing course returns using bespoke CRM system and relevant awarding body portals
• Carrying out day to day admin duties as required

On top of working for the UK’s leading integrated health and safety experts, you’ll also receive:

• A starting salary of £26,277 plus bonus
• 32 days holiday inclusive of bank holidays
• Opportunity to purchase 5 additional days annual leave each calendar year (subject to qualifying salary)
• 2 fully paid Community Volunteering days every year
• An excellent pension (up to 8% Arco contribution) and x4 Life Assurance scheme
• A huge range of discounts to help with cost of living via Perkbox plus Employee Discount on Arco products
• Free, 24-hour access to our Employee Assistance Programme
• Health Cash Plan where we'll reimburse up to 100% of everyday healthcare costs
• Access to our Learning Management System, to support your personal and career development
• Long-term service awards – we’re proud to have employees who have worked for us for 40 years

The ideal Customer Service Advisor will be/have:

• Previous experience in a customer service role
• Strong relationship building skills
• Diary management skills
• Attention to detail
• Excellent IT skills (CRM proficient is desirable)
• A positive, can-do attitude

About Us

With a proud 140-year legacy, you’ll be part of something special when you join the UK’s leading safety experts. As the only integrated safety products and services business, Arco’s size, scale and reputation are why we have such an impressive portfolio of satisfied customers.

It’s an exciting time for us, and whatever your role, you’ll play a part in Arco’s journey to become more profitable and sustainable. To drive a performance culture, we consistently invest in our people to ensure we push for shared success. We respect and value everyone’s unique skills, experience and ideas so you’ll have ample opportunity to help shape our future growth and be rewarded for delivering against our targets.

At Arco, inclusion means ensuring everyone feels valued, respected and able to be their best. We celebrate the unique skills, experiences and perspectives each colleague brings, and we’re committed to creating a supportive environment where everyone can thrive. As part of our journey to everyday inclusion, we recognise that individual needs may vary. If you require any reasonable adjustments or additional support during the recruitment process, please let us know. Be Safe, Be Yourself, Be Your Best.