Customer Service Advisorfull Timepermanent

First Recruitment Services Ltd.; East Grinstead; On-site; GBP 21,000 - 27,000; Full time

Job summary

First Recruitment Services Ltd. in East Grinstead, UK is seeking a Customer Service Advisor to manage client relationships, coordinate operations, and ensure customer requirements are met in line with service levels.

You will act as the primary contact for enquiries, build strong relationships with customers, manage accounts and orders, liaise with warehouse teams and carriers, monitor SLAs, and use CRM and ticketing systems to track requests and report on KPIs.

Qualifications

• Previous experience in a customer service, account management, or operational support environment.
• Strong communication and relationship-building skills.
• Excellent organisational skills with the ability to prioritise multiple tasks.
• Confident using CRM, ticketing, and business management systems.
• Strong problem-solving abilities and a solutions-focused approach.
• Ability to work effectively under pressure in a fast-paced environment.
• Excellent attention to detail and accuracy.

Responsibilities

• Act as the primary point of contact for client enquiries via phone and email
• Build strong relationships with customers, providing regular updates and reports
• Manage client accounts and ensure orders are processed accurately and efficiently
• Resolve operational issues and customer queries promptly
• Liaise with warehouse teams, carriers, and internal departments to ensure seamless service delivery
• Monitor service levels and ensure adherence to agreed service level agreements
• Track and update customer requests using CRM and ticketing systems
• Participate in customer calls and follow up on actions as required
• Manage bookings, carriage arrangements, and associated billing activities
• Escalate and resolve any complaints professionally and effectively
• Monitor operational performance and report on key metrics and KPI’s
• Identify opportunities to improve processes and enhance the customer experience
• Support wider account management activities and contribute to continuous improvement initiatives

Skills

Previous experience in customer facing

Relationship-building

Communication skills

Organisational skills

CRM proficiency

Ticketing systems

Problem solving

Work under pressure

Attention to detail

Tools

CRM systems

Ticketing systems

Business management systems

Job description

You will be responsible for managing client relationships, coordinating operational activities, and ensuring customer requirements are met in line with agreed service levels.

Duties and responsibilities include:

• Act as the primary point of contact for client enquiries via phone and email
• Build strong relationships with customers, providing regular updates and reports
• Manage client accounts and ensure orders are processed accurately and efficiently
• Resolve operational issues and customer queries promptly
• Liaise with warehouse teams, carriers, and internal departments to ensure seamless service delivery
• Monitor service levels and ensure adherence to agreed service level agreements
• Track and update customer requests using CRM and ticketing systems
• Participate in customer calls and follow up on actions as required
• Manage bookings, carriage arrangements, and associated billing activities
• Escalate and resolve cany complaints professionally and effectively
• Monitor operational performance and report on key metrics and KPI’s
• Identify opportunities to improve processes and enhance the customer experience
• Support wider account management activities and contribute to continuous improvement initiatives

Experience, skills and competencies required:

We’re looking for someone who is proactive, detail-oriented, and passionate about delivering excellent customer service.

Skills & Experience

• Previous experience within a customer service, account management, or operational support environment
• Strong communication and relationship-building skills
• Excellent organisational skills with the ability to prioritise multiple tasks
• Confident using CRM, ticketing, and business management systems
• Strong problem-solving abilities and a solutions-focused approach
• Ability to work effectively under pressure in a fast-paced environment
• Excellent attention to detail and accuracy

Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

Customer Service AdvisorFull TimePermanent East Grinstead, UK