Customer Service Advisor / Representative

AWD online; Leeds; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading recruitment agency based in Leeds is seeking a Customer Service Advisor to join their compassionate team. In this role, you will help customers in financial difficulty by providing empathetic support and problem-solving solutions. Successful candidates will demonstrate strong communication skills, attention to detail, and the ability to handle sensitive situations. The position offers a competitive annual bonus and hybrid working options.

Benefits

Annual bonus up to 25%

33 days holiday (rising to 36 with service)

Pension scheme with up to 8% employer contribution

Life insurance and healthcare support

Gym discounts

24/7 GP access

Qualifications

• Passion for helping people and delivering excellent customer service.
• Strong verbal communication and active listening skills.
• Ability to manage sensitive customer situations with empathy.
• Confident in handling both inbound and outbound calls.
• Strong attention to detail with good multitasking abilities.
• Positive attitude and calmness under pressure.
• Previous experience in a customer-focused or call center role.
• Willingness to learn with full training provided.

Responsibilities

• Provide empathetic support to customers in financial difficulty.
• Handle inbound and outbound calls with professionalism.
• Set up payment plans for customers.
• Use multiple systems to update customer accounts accurately.
• Meet service and performance targets for positive outcomes.
• Collaborate with coaching and quality assurance teams.
• Maintain compliance with regulatory guidelines.

Skills

Empathy

Active listening

Verbal communication

Attention to detail

Calmness under pressure

Multitasking

Job description

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor / Representative to join a growing team that truly values empathy, quality, and service excellence.

As a Customer Service Advisor / Representative you will support customers in financial difficulty, using your active listening and problem-solving skills to identify the right solutions for each situation.

The Customer Service Advisor / Representative role requires professionalism, attention to detail, and the ability to manage challenging conversations calmly while maintaining a positive attitude.

DUTIES

• Providing Empathetic Support: Help customers in financial difficulty find realistic repayment solutions
• Handling Inbound and Outbound Calls: Manage queries with professionalism and compassion
• Setting Up Payment Plans: Guide customers through transparent and affordable repayment options
• Using Multiple Systems: Update customer accounts accurately while maintaining data integrity
• Meeting Quality Standards: Achieve service and performance targets to ensure positive outcomes
• Collaborating with Colleagues: Work closely with the coaching and quality assurance teams
• Maintaining Compliance: Follow all regulatory and organisational guidelines

CANDIDATE REQUIREMENTS

• A passion for helping people and delivering excellent customer service
• Strong verbal communication and active listening skills
• Empathy and the ability to manage sensitive customer situations
• Confident handling both inbound and outbound calls
• Strong attention to detail with good computer and multitasking skills
• A positive attitude with the ability to remain calm under pressure
• Previous experience in a customer-focused or contact centre role
• A willingness to learn with full training and coaching support provided

BENEFITS

• Annual bonus of up to 25%
• 33 days holiday (rising to 36 with service)
• Hybrid working options
• Pension scheme with up to 8% employer contribution
• Retail and wellbeing perks
• Life insurance and healthcare support
• 24/7 GP access, dental and optical support
• Enhanced maternity and paternity pay
• Gym discounts
• Bank holidays off

Due to the nature of the business, all offers of employment are subject to the company’s background and vetting checks, which include but not limited to; satisfactory employment references, DBS (basic) and a credit file search.

APPLY TODAY…

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JOB REF: AWDO-P13968

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