Customer Service Advisor

Hollybank Trustees Ltd; Weston-super-Mare; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

23 days annual leave

Company pension

Discounts with retailers

Wellbeing initiatives

24/7 GP access

Free on-site parking

Job summary

Castelan in Weston-Super-Mare is hiring a Customer Service Advisor to join our contact centre and deliver exceptional service to customers. This on-site role offers a starting salary of £25,610–£26,000, with Monday to Friday 9:00 to 17:30 and no weekend work.

You’ll benefit from 23 days of annual leave, enhanced with bank holidays, a company pension, discounts with major retailers, wellbeing initiatives, 24/7 GP access for you and your household, and support for development and progression.

Responsibilities

• Providing exceptional support to customers, clients and colleagues across phone, email and business systems.
• Managing customer claims and enquiries efficiently, keeping customers informed every step of the way.
• Maintaining accurate records and updating operational systems with a high level of attention to detail.
• Building expert knowledge of our products, service agreements and claims processes.
• Making confident decisions that deliver fair and consistent customer outcomes.
• Managing your workload effectively to meet service levels and customer expectations.
• Supporting colleagues and contributing to a positive, collaborative team culture.
• Identifying opportunities to improve processes and enhance the customer experience.

Job description

Location: On site / Weston-super-Mare BS23 3QY, UK
job type: Permanent / Full-time
Sector and subsector: Insurance | Other
Annual Salary range:from £ 25,610.00 to £ 26,000.00

What You'll Get

• Starting salary of £25,610 - £26,000, following successful completion of probation.
• Working hours Monday to Friday 9.00 to 17:30 - no weekend working!
• We offer 23 days' annual leave plus bank holidays. Your annual leave entitlement will increase by 1 day after 2 years' service, continuing to grow with length of service up to a maximum of 28 days.
• Company pension scheme.
• Discounts with leading retailers, cinemas, and national brands.
• Employee recognition schemes and celebratory events such the office Christmas Party!
• Staff socials, and charity fundraising activities such as the annual Three Peaks Challenge
• Career development and progression opportunities.
• 24/7 GP access for you and members of your household.
• Wellbeing initiatives and MHFA onsite
• Free on-site parking (where available).
• Convenient commuting – located next to Weston Train Station

Start a Career Where Great Service Makes a Real Difference

At Castelan, we help customers when they need support most, providing reassurance, guidance, and solutions every day. We're looking for a Customer Service Advisor to join our dynamic Contact Centre team and play a key role in delivering the exceptional service we're known for.

With no cold calling or sales targets, you'll focus on supporting customers with genuine enquiries. Full training is provided, so all you need is a positive attitude, great communication skills, and a passion for helping people.

Working Monday to Friday in a supportive team environment, you'll enjoy a varied role where no two days are the same, and every conversation makes a difference.

Location

Based in our Head office location of Weston-Super-Mare, you will work within a fast-paced working environment, as the first point of contact for our valued customer base. If you're friendly, organised, eager to learn, and motivated by success, this is your opportunity to grow your skills and thrive in a supportive team environment.

What You'll be Doing

You'll take ownership of enquiries and claims from first contact through to resolution, ensuring every customer receives a professional, efficient and fair service. Working closely with customers, clients and colleagues, you'll use your communication skills, attention to detail and sound judgement to achieve positive outcomes while maintaining accurate records and high service standards.

What you'll be doing:

• Providing exceptional support to customers, clients and colleagues across phone, email and business systems.
• Managing customer claims and enquiries efficiently, keeping customers informed every step of the way.
• Maintaining accurate records and updating operational systems with a high level of attention to detail.
• Building expert knowledge of our products, service agreements and claims processes.
• Making confident decisions that deliver fair and consistent customer outcomes.
• Managing your workload effectively to meet service levels and customer expectations.
• Supporting colleagues and contributing to a positive, collaborative team culture.
• Identifying opportunities to improve processes and enhance the customer experience.

At Castelan, we're passionate about delivering exceptional customer experiences, and that starts with our people. We're a growing, award-winning business that works with leading retailers, insurers, and manufacturers across the UK. While we're proud of our reputation in the industry, what really sets us apart is our culture.We believe in recognising talent, celebrating success, and creating opportunities for people to develop their careers. Whether you are joining us with years of experience or looking for your next challenge, you'll be supported by a team that values collaboration, continuous improvement, and putting customers first.If you are looking for more than just a job and want to be part of a business where your contribution genuinely matters, Castelan could be the perfect place for you.

Ready to Join Us?

At Castelan, we believe great people make great businesses. If you're ready to join a company that values your ideas, invests in your development, and celebrates your success, we'd love to welcome you to our team.

Please note: Unfortunately, we are unable to offer visa sponsorship for this role