Customer Service Advisor - Part Time

Ventrica; Southend-on-Sea; Remote; GBP 20,000 - 25,000; Part time

Job summary

A leading customer service provider in the UK is seeking empathetic individuals to join their Bureau team as Customer Service Advisors. This role involves handling urgent customer issues and providing compassionate support through inbound calls. The ideal candidate should possess emotional intelligence, strong communication skills, and a passion for excellent service. Opportunities for remote or hybrid working are available, with flexible shifts.

Qualifications

• Experience in a customer-facing role, ideally involving urgent or sensitive situations.
• A genuine passion for delivering excellent customer service with empathy and care.
• Confidence using computer systems and maintaining accurate records.

Responsibilities

• Be the first point of contact for customers facing urgent issues, delivering calm and compassionate support.
• Handle inbound calls professionally, following structured scripts while adapting to the caller’s emotional tone.
• Maintain accurate and detailed customer records.

Skills

Customer service

Emotional intelligence

Communication skills

Ownership and accountability

Job description

Overview

Are you someone who thrives in fast-paced environments and finds purpose in helping others during critical moments? Imagine being the reassuring voice on the other end of the line when someone is without heating or trapped in a lift. At Ventrica, we’re looking for passionate individuals to join our Bureau team as Customer Service Advisors, where every call is an opportunity to make a meaningful impact.

This isn’t just another contact centre role, it’s a chance to be the calm in someone’s storm, the solution to their problem, and the reason they feel supported. If you’re empathetic, resilient, and ready to grow your career in a supportive and dynamic environment, we want to hear from you!

Please note, this role is a fixed term contract until 17/05/2026.

What You’ll Be Doing

• Be the first point of contact for customers facing urgent issues, delivering calm and compassionate support.
• Handle inbound calls professionally, following structured scripts while adapting to the caller’s emotional tone.
• Take ownership of each interaction, aiming for first-contact resolution and escalating when necessary.
• Maintain accurate and detailed customer records.
• Collaborate with your team to meet KPIs and contribute to a culture of excellence.
• Escalate sensitive or emergency issues through the correct channels.
• Represent our client’s brand with integrity and empathy.
• Participate in ongoing training and development to maintain high service standards.

What You Will Bring

• Experience in a customer-facing role, ideally involving urgent or sensitive situations.
• A genuine passion for delivering excellent customer service with empathy and care.
• Emotional intelligence and the ability to adapt your communication style to suit each caller.
• Strong sense of ownership and accountability for the customer journey.
• Reliability, punctuality, and a commitment to consistency.
• Confidence using computer systems and maintaining accurate records.
• Excellent verbal and written communication skills.
• Legal right to work in the UK.
• Enthusiasm for joining the Ventrica team and growing your career.

Working Hours and Location

• 18 hours per week
• Shifts: Monday and Wednesday 17:00-22:00 and Saturday 09:00-18:00
• For the first week, training will be Monday to Thursday 18:00-22:00 and Friday 18:00-20:00
• This role can be fully remote, office or hybrid working – you must be located in the UK while working remotely.

Homeworking Eligibility

Please refer to the following information to ensure your laptop/pc has the current supported systems:

• Windows 11 – Home and Pro (Microsoft Lifecycle)
• macOS (endoflife.date)

Hardware & Software Requirements

• Windows machines must be Windows 11 24H2 compatible.
• CPU: 8th Generation Intel i-Series or 3rd Gen AMD Ryzen or later.
• Memory: 8 GB RAM minimum.
• Storage: 15 GB+ free space.
• Apple/macOS: macOS 14 (Sonoma) or later, 8 GB RAM minimum, 15 GB+ free space.
• Chromebooks and Windows devices in S Mode are not supported.
• Mobile phone: Apple or Android smartphone capable of iOS 17.0 or Android 13.0 for multi‑factor authentication.

Minimum Speed Requirements

• Ping: maximum 20 ms
• Download: minimum 20 MBps
• Upload: minimum 5 Mbps

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.