Customer Service Advisor - Nights

Interaction Recruitment; Darlaston; On-site; GBP 15,000 - 21,000; Full time

Job summary

Interaction Recruitment is seeking a Resolution Specialist for an office-based role at our Bescot Headquarters. You will handle breakdown calls, assess situations, and provide calm, confident support to members in stressful moments.

Responsibilities include guiding customers to remote fixes or arranging assistance, while keeping them informed with proactive updates until resolution. A focus on trust, accuracy, and ownership is essential.

Qualifications

• Experience delivering strong customer service and reassurance under pressure.
• Ability to communicate clearly and build trust with customers.
• Strong problem-solving skills and good judgement in stressful situations.

Responsibilities

• Take ownership of breakdown calls and assess the customer's situation.
• Identify the quickest and safest solution, from remote fixes to arranging assistance or onward travel.
• Manage the incident end-to-end from the first call to resolution, with proactive updates.

Skills

Customer service

Clear communication

Problem solving

Working under pressure

Tools

CRM systems

Call handling systems

Job description

£12.71 per hour plus uncapped bonus

35 Hours per week

8.30am to 7am 4 on 4 off shift pattern

Ongoing Temporary Position

Office based - At our iconic Bescot Headquarters

Be the difference when it matters most

When someone breaks down, it's more than just a vehicle issue - it can be stressful, disruptive, and sometimes unsafe. That's where you come in:

As a Resolution Specialist, you'll be the calm, capable voice who takes control in that moment. You'll solve problems, provide reassurance, and make sure our members get the help they need - quickly, safely, and with confidence.

What you'll be doing

• Taking ownership of breakdown calls, working quickly to understand the customer's situation and any vulnerabilities
• Assessing cover and identifying the best solution - from remote fixes through to arranging assistance or onward travel
• Managing the situation end-to-end, from the first call through to resolution
• Keeping members informed with clear, proactive updates so they always know what's happening

What we're looking for

• Experience in delivering stand-out customer service under pressure (contact centre experience is helpful, but not essential)
• The ability to build trust quickly and communicate with confidence and clarity, especially in challenging situations
• Strong problem-solving skills and sound judgement under pressure
• Confidence using multiple systems and handling information accurately
• A proactive mindset - you take ownership and see things through