Customer Service Advisor

Confidential; Watford; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual leave 22 days

Healthcare provision

Life cover 4x annual salary

Company pension

Free on-site parking

Job summary

Confidential is seeking a Customer Service Advisor in Watford to deliver excellent service across the full customer journey, from onboarding to invoicing and day-to-day communications. You’ll work with internal teams and external clients to ensure projects run smoothly and professionally.

The role requires strong communication, organisation and IT skills, with a proactive, team‑oriented approach and a commitment to delivering high-quality customer outcomes in a busy environment.

Qualifications

• Previous experience in a customer service role
• Experience working in a fast-paced environment
• Excellent written and verbal communication skills
• A professional and confident telephone manner
• Strong customer service and interpersonal skills
• Excellent organisational and prioritisation skills

Responsibilities

• Support onboarding new clients and ongoing delivery of excellent customer service
• Manage incoming client communications via email and telephone promptly
• Be first point of contact for client queries and resolve issues where possible
• Escalate and coordinate queries with internal teams
• Input and maintain accurate customer information in internal systems
• Coordinate delivery of receipts, reports and invoices; keep wider team updated

Skills

Customer service experience

Written and verbal communication

Telephone manner

Organisational skills

Attention to detail

Data entry

Teamwork

Flexibility/adaptability

Tools

MS Office 365

Excel

Word

Job description

Customer Service Advisor

Location: Watford
Salary: 25000 per annum
Hours: Monday to Friday, 37.5 hours per week
Working hours: Flexible start between 8:00am-9:00am, finishing between 4:00pm-5:00pm with a 30-minute lunchbreak
Contract: Permanent
Start: Immediate

About the Opportunity

We are delighted to be recruiting for a Customer Service Advisor to join a well-established organisation that is currently going through an exciting period of growth.

This is a fantastic opportunity to join a growing team at an important time for the business. As a Customer Service Advisor, you will become an integral part of the customer service team, providing a high-quality and professional service to clients throughout the full customer journey - from onboarding and quotations through to reporting, invoicing and managing day-to-day communications.

You will play an important role in ensuring customers receive an excellent level of service, working closely with internal departments and external clients to ensure projects are delivered efficiently and effectively.

This is an excellent opportunity to join a well-established and expanding organisation where you can make a genuine contribution to the customer experience, develop your skills and build a long-term career within a supportive team environment.

The Role

As a Customer Service Advisor, you will be responsible for delivering an excellent customer experience while working closely with internal teams and external clients.

Key responsibilities will include:

• Supporting the team with the administration associated with onboarding new clients and the continued delivery of excellent customer service.
• Managing and responding to incoming client communications via email and telephone in a timely and professional manner.
• Acting as a first point of contact for client queries and resolving issues wherever possible.
• Escalating and coordinating queries with the appropriate internal teams where required.
• Inputting and maintaining accurate customer information within LIMS and other internal systems.
• Liaising with customers regarding sample paperwork, COCs and purchase orders.
• Preparing accurate, fit-for-purpose quotations within the approved authority level.
• Coordinating logistical queries and arrangements where required.
• Managing subcontract laboratory services when necessary.
• Liaising with analytical teams to ensure customer projects are delivered successfully.
• Coordinating the delivery of customer receipts, reports and invoices.
• Providing accurate client information and updates to the wider team.
• Working with the SCSA and Customer Service Manager as part of a continual improvement process.
• Building and maintaining strong, professional relationships with clients and internal stakeholders.
• Processing media orders and developing knowledge of sampling techniques.
• Completing result uploads, calculations and accurate data entry.
• Checking data entry and calculations completed outside of the LIMS system.
• Supporting the wider customer service function as required.

These duties are not exhaustive and should not be interpreted as a complete definition of the role.

About You

We are looking for someone who is customer-focused, organised and confident communicating with a wide range of people. You will be comfortable working in a busy environment, managing competing priorities and maintaining a high level of accuracy.

You will ideally have:

• Previous experience in a customer service role
• Experience working in a fast-paced environment - desirable.
• Excellent written and verbal communication skills.
• A professional and confident telephone manner.
• Strong customer service and interpersonal skills.
• Excellent organisational and prioritisation skills.
• The ability to manage your own workload effectively.
• A collaborative, "one team" approach.
• Excellent attention to detail.
• Strong numerical and accurate data-entry skills.
• Good IT skills, including Microsoft Office 365, Excel and Word.
• The ability and willingness to learn and use various in-house systems and processes.
• A positive and adaptable approach to change.
• Flexibility and the ability to adapt to changing priorities.

Company Benefits

In addition to joining a well-established and growing organisation, the successful candidate will receive the following benefits:

• Annual Leave: 22 days' holiday per year, plus bank holidays.
• Healthcare: Healthcare provision.
• Death in Service: Life cover equivalent to four times your annual salary.
• Company Pension: Access to a company pension scheme.
• Free on-site parking

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.