Customer Service Advisor

The Big Phone Store; Wolverhampton; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Free onsite parking

Staff discounts

Company pension

Career progression

Job summary

The Big Phone Store in Wolverhampton is seeking a friendly, organised Customer Service Advisor to join our growing team. You’ll handle inquiries by phone, email, WhatsApp and online marketplaces, assist with orders and returns, and work with colleagues to deliver outstanding service.

No experience in mobile retail is required; we provide training and ongoing support to help you build knowledge and confidence. This full-time onsite role offers career progression and a competitive salary.

Qualifications

• Previous customer service experience.
• Excellent written and verbal communication skills.
• Confidence speaking on the telephone.
• Good IT and computer skills.
• Ability to manage multiple tasks and priorities.
• A calm and professional approach when handling complaints.
• A positive attitude and willingness to learn.
• Experience using email systems, live chat, WhatsApp or ecommerce marketplaces would be helpful but isn’t essential.

Responsibilities

• Answering customer enquiries by phone, email, WhatsApp and online marketplaces.
• Helping customers with orders, deliveries, returns and product questions.
• Investigating customer issues and finding practical solutions.
• Managing customer cases from start to finish.
• Updating customer records and internal systems.
• Providing professional, friendly customer service at every stage.
• Contributing ideas to improve customer experience and internal processes.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Teamwork

IT skills

Tools

Email systems

Live chat

WhatsApp

Ecommerce marketplaces

Job description

Wolverhampton

£26,000 - £28,000

The Big Phone Store is looking for a friendly, organised and proactive Customer Service Advisor to join our growing team.

This is much more than answering phones and replying to emails. You'll help customers across every stage of their journey, investigate issues, solve problems and work with colleagues across the business to deliver outstanding service.

You'll communicate with customers by telephone, email, WhatsApp and online marketplaces, handling everything from product enquiries and order updates to returns, warranty enquiries and more complex customer cases.

As we continue to invest in AI and automation, our Customer Service team is able to spend less time on repetitive tasks and more time helping customers with the enquiries that need a personal approach.

No experience within the mobile phone industry is required. We'll provide training and ongoing support to help you build your knowledge and confidence.

What You’ll Be Doing

As a Customer Service Advisor, you’ll become an important part of our customer experience team.

Your Responsibilities Will Include

• Answering customer enquiries by phone, email, WhatsApp and online marketplaces.
• Helping customers with orders, deliveries, returns and product questions.
• Investigating customer issues and finding practical solutions.
• Managing customer cases from start to finish.
• Working with couriers and delivery partners to resolve delivery issues.
• Supporting warranty enquiries and aftersales cases.
• Working closely with our warehouse, repairs and dispatch teams.
• Updating customer records and internal systems.
• Providing professional, friendly customer service at every stage.
• Contributing ideas to improve customer experience and internal processes.

What We’re Looking For

We’re looking for someone who enjoys helping people and solving problems.

You’ll Ideally Have

• Previous customer service experience.
• Excellent written and verbal communication skills.
• Confidence speaking on the telephone.
• Good IT and computer skills.
• The ability to manage multiple tasks and priorities.
• Strong attention to detail.
• A calm and professional approach when handling complaints.
• A positive attitude and willingness to learn.
• The ability to work well both independently and as part of a team.
• Experience using email systems, live chat, WhatsApp or ecommerce marketplaces would be helpful but isn’t essential.

Qualifications Are Valued, Not Required

We recruit based on skills, attitude and potential rather than formal qualifications.

If you have excellent customer service skills, enjoy solving problems and are keen to learn, we’d love to hear from you.

What We Offer

• Competitive salary of £26,000-£28,000.
• Career progression opportunities.
• Ongoing training and development.
• Supportive and friendly team.
• Free onsite parking.
• Staff discounts across our products.
• Company pension.
• Full-time onsite role based in Wolverhampton.

UK applications only. We are unable to provide visa sponsorship for this role.