Customer Service Advisor

The Big Phone Store; Wolverhampton; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Staff discounts

Company pension

Free on-site parking

Career progression opportunities

Job summary

The Big Phone Store in Wolverhampton is seeking a Customer Service Advisor who can articulate information clearly and resolve issues across calls, email and digital channels.

You will investigate problems, explain complex situations simply, and own cases through to resolution. There is emphasis on exceptional English, empathy, resilience and a willingness to learn as we balance automation with human support. Commission opportunities accompany base salary.

Qualifications

• Excellent spoken and written English with impeccable grammar.
• Ability to explain complex issues in plain language.
• Willing to take ownership and investigate customer problems.

Responsibilities

• Answer customer enquiries by telephone and digital channels.
• Call customers when a conversation resolves an issue quickly.
• Assist with orders, deliveries, returns and product enquiries.
• Manage customer cases from initial contact to resolution.
• Investigate problems rather than pass them on.
• Support warranty and aftersales enquiries.
• Keep customers informed while issues are investigated.
• Use internal ticketing and CRM systems.

Skills

Articulate

Empathetic

Resilient

Inquisitive

Accountable

Commercially sensible

Confident communicator

Calm under pressure

Investigative mindset

Attention to detail

Job description

The Role at a Glance

Help customers solve problems across telephone, email, WhatsApp, marketplaces and our customer‑service systems. You'll deal with orders, deliveries, returns, warranties, courier investigations, consumer‑rights enquiries, reviews and more complex cases that need a human being rather than an automated response. Previous customer‑service experience isn't essential. We're looking for someone articulate, empathetic, resilient and inquisitive with impeccable spoken and written English who can investigate a problem, explain complicated situations simply and take ownership until it's resolved. There are also opportunities to earn additional commission through appropriate upgrades and cross‑sales. Our Customer Service team deals with customers throughout their journey with us. You'll answer questions, investigate problems, explain sometimes complicated situations in straightforward language and take ownership of customer cases through to resolution. As we continue to invest in AI and automation, many of the simple, repetitive customer‑service tasks can increasingly be handled automatically. That makes the human side of customer service even more important. We're looking for people who can think, investigate, communicate and make sensible decisions when an enquiry needs a human being rather than an automated response.

£28,000–£31,000 + sales commission | Monday–Friday, 9:00am–5:30pm | Wolverhampton | Full-time, office‑based

Your Responsibilities Will Include

• Answering customer enquiries by telephone and digital channels
• Calling customers when a conversation is the quickest or best way to resolve an issue
• Helping customers with orders, deliveries, returns and product enquiries
• Managing customer cases from initial contact through to resolution
• Investigating problems rather than simply passing them to somebody else
• Supporting warranty and aftersales enquiries
• Explaining warranty processes clearly
• Dealing with returns and replacement enquiries
• Investigating missing, delayed or damaged deliveries
• Working with couriers and delivery partners to resolve problems
• Gathering and presenting information relating to suspected fraud or unusual transactions
• Working with our warehouse, dispatch, technical and repair teams
• Keeping customers informed while an issue is being investigated
• Maintaining accurate customer records and case notes
• Using our internal ticketing and customer‑management systems
• Communicating with customers through online marketplaces where required
• Helping manage customer feedback and review‑related enquiries, including Trustpilot
• Identifying recurring problems and raising them internally
• Suggesting improvements to our customer journey and internal processes

Taking ownership

We don't want customers being unnecessarily passed from person to person. If you're dealing with a case, we expect you to understand what has happened, investigate it properly and take ownership of progressing it. There will be guidelines and processes to follow, and some decisions will require management approval. We want people who can deal confidently with situations within their authority but also recognise when something unusual needs to be escalated. When you do escape something, we expect you to have investigated it properly and be able to explain the situation coherently so that a decision can be made quickly.

Consumer rights and explaining complicated issues simply

An important part of the position will be dealing with aftersales enquiries and understanding how consumer rights apply to different situations. You don't need to arrive as an expert in consumer law. You will, however, need to learn the relevant policies, processes and consumer‑rights principles that apply to our customers. More importantly, you'll need to be able to explain them in plain English. They want to understand what's happening, why it's happening and what happens next.

Excellent English And Communication Skills Are Essential.

You'll be communicating directly with customers on behalf of The Big Phone Store, so spelling, grammar, clarity and accuracy matter.

You'll Need To Be Able To

• Write clear, professional and grammatically accurate responses
• Speak confidently and professionally on the telephone
• Listen carefully and understand what a customer is actually asking
• Explain technical information in straightforward language
• Explain policies and consumer‑rights issues clearly
• Ask the right questions to establish what has happened
• Adapt how you communicate depending on the customer and situation
• Remain calm and articulate when dealing with an unhappy customer
• Summarise complicated situations accurately
• Communicate effectively with colleagues and managers
• Raise concerns when something doesn't look right
• Provide feedback and suggest improvements without waiting to be asked
• If you know something is wrong, we expect you to speak up.
• If you're seeing the same customer problem repeatedly, we want you to tell us.
• If you believe something could be done better, we want to hear why.

Excellent communication isn't simply desirable for this position. It's an essential part of the job and will be assessed during recruitment.

Telephone, Email, WhatsApp And More

Different situations require different forms of communication. Sometimes an email is appropriate. Sometimes WhatsApp is easier. Sometimes the quickest way to resolve a problem is simply to pick up the telephone and speak to the customer.

You need to be comfortable with all of them.

The objective is to resolve the customer's enquiry effectively, using the communication method most appropriate for the situation.

Customer service with commercial awareness

Providing excellent service comes first, but there will also be opportunities to help customers purchase products and services that genuinely suit their needs. Where appropriate, you'll be encouraged to identify those opportunities.

We're Looking For Someone Who Is

• Articulate
• Empathetic
• Resilient
• Inquisitive
• Accountable
• Commercially sensible
• Confident communicating with people
• Calm under pressure
• Comfortable dealing with complaints
• Able to think logically
• Good at investigating problems
• Accurate and attentive to detail
• Comfortable using computers and technology
• Able to manage several cases and priorities
• Willing to learn
• Prepared to take ownership
• Confident enough to speak up when necessary

Most importantly, we want people who care about getting things resolved.

What Success Looks Like

Success isn't simply answering as many tickets as possible. We want customers to receive accurate information, problems to be properly investigated and cases to be resolved efficiently.

That Means Balancing

• Customer satisfaction
• Quality and accuracy
• Response and resolution times
• Ownership of cases
• Commercial awareness
• Clear communication
• Appropriate escalation
• Customer feedback and reviews

We'd rather you properly understand and resolve a problem than send a quick but useless response simply to close a ticket.

Career progression

This doesn't have to remain a Customer Service Advisor position. As you learn the business and demonstrate your ability, there will be opportunities to progress into roles such as:

• Senior Customer Service Advisor
• Team Leader
• Supervisory and management positions
• Other departments within The Big Phone Store

We're interested in people who want to develop their skills, understand more of the business and take on greater responsibility over time.

Salary And Benefits

• £28,000–£31,000 per year
• Additional earning potential through sales commission
• Full-time, permanent position
• Monday–Friday
• 9:00am–5:30pm
• Office-based in Wolverhampton
• Free on‑site parking
• Staff discounts
• Company pension
• Career progression opportunities
• Opportunities to develop skills across different areas of the business

Recruitment process

We recruit based on ability, attitude and potential, not simply formal qualifications or previous job titles. As part of the recruitment process, shortlisted applicants should expect practical exercises designed to assess the skills actually required for the position. These may include responding to a customer in writing, dealing with a customer scenario, investigating a problem and explaining how you would handle a telephone conversation. We'll be looking at your communication, spelling and grammar, judgement, problem‑solving, attention to detail and how you approach an unhappy or confused customer.