Customer Support Advisor

Arco Limited; Hull and East Yorkshire; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Bonus

Arco Pension (8%)

Life Assurance

Holiday 32 days + 2 volunteering days

Employee discounts

Perkbox discounts

Health Cash Plan

Learning & development

Job summary

Arco Limited is seeking a proactive Customer Support Advisor to join our Customer Experience Team in a hybrid, Mon–Fri role. You will handle customer queries by phone, email and Teams, resolve issues with empathy and professionalism, and identify improvements to enhance customer experience.

The role emphasizes building relationships, accurate CRM logging, and collaborating with Sales and Supply Chain to drive service enhancements.

Qualifications

• Experience in customer service or complaints handling.
• Experience in a B2B or commercial sales setting handling high volume of customer calls.
• Understanding of customer engagement and relationship management principles.
• Experience using CRM tools (preferably SAP C4C).
• Able to work in a fast-paced, target-driven environment.
• Excellent verbal and written communication skills.
• Experience working cross-functionally with Supply Chain, Sales or Product teams.

Responsibilities

• Provide empathetic service in every interaction and build rapport with customers across channels.
• Uncover true requirements using active listening and set clear delivery timelines.
• Investigate, resolve and report on customer complaints thoroughly and efficiently.
• Identify root causes and work to prevent recurrence.
• Act as escalation point for complex complaints from customers and colleagues.
• Build strong relationships and regain trust after negative experiences.
• Maintain accurate CRM records (C4C) and navigate internal systems.
• Aim for First Time Right outcomes to reduce repeat contact.
• Partner with Sales, Supply Chain and Strategic teams to support service improvements.
• Seek feedback and actively pursue personal development.
• Contribute positively to team culture and goals.

Skills

Customer service

Complaint handling

Phone support

CRM tools

Cross-functional

Communication skills

B2B experience

Tools

SAP C4C

CRM systems

Job description

About The Role

Are you passionate about delivering exceptional customer experiences and ensuring every interaction leaves a positive impression?

We're looking for proactive, commercially minded Customer Support Advisors to join our Customer Experience Team.

As a key point of contact for customers, you'll take ownership of resolving queries and concerns over the phone, approaching every interaction with empathy and professionalism. You'll also identify opportunities to improve the customer experience, strengthen relationships and build trust, helping to achieve better outcomes for both our customers and the business.

This is a full-time, Monday to Friday position, offered on a hybrid basis, combining office and home-based working.

Key responsibilities include:

• Delivering a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs, through all communication channels (including teams)
• Using active listening and questions to uncover true customer requirements and setting clear expectations on delivery and timelines
• Investigate, resolve, and report on customer complaints thoroughly and efficiently
• Identify root causes of issues and work to prevent recurrence
• Act as an escalation point for complex complaints from customers and colleagues
• Build strong relationships with customers, regaining trust after negative experiences
• Maintaining accurate CRM records (C4C), resolving issues efficiently and navigating internal systems
• Aiming for First Time Right outcomes to reduce repeat contact, using feedback to improve future interaction
• Partnering with Sales, Supply Chain, and Strategic teams, supporting service enhancements and piloting initiatives
• Actively seeking feedback and coaching whilst owning your personal development plans
• Contributing positively to team culture and goals

On top of working for the UK’s leading integrated health and safety experts, you'll also receive:

• Competitive salary of £26,227.50 plus Bonus
• Up to 8% Arco Pension contributions and Life Assurance worth 4 times your salary
• 32 days holiday inclusive of bank holidays plus 2 fully paid Community Volunteering days every year
• Opportunity to purchase 5 additional days annual leave each calendar year (subject to qualifying salary)
• Access to hundreds of discounts through Perkbox, plus receive employee discount on Arco products
• Health Cash Plan that allows you to reclaim costs for everyday health expenses such as dental treatment, eye tests and physiotherapy
• Access learning resources, qualifications and development opportunities to help you grow, progress and achieve your career ambitions
• Long-term service awards – we're proud to have employees who have worked for us for 40 year

The ideal Customer Support Advisor will be/have:

• Demonstrated experience in a customer service or complaints handling role
• Experienced in a B2B or commercial sales setting handling high volume of customer calls
• Solid understanding of customer engagement and relationship management principles
• Previous use of CRM tools (preferably SAP C4C or similar)
• Familiarity with working in a fast-paced, target-driven environment
• Excellent communication skills, both verbal and written
• Experience working cross-functionally with Supply Chain, Sales or Product teams

About Us

With a proud 140-year legacy, you'll be part of something special when you join the UK’s leading safety experts. As the only integrated safety products and services business, Arco’s size, scale and reputation are why we have such an impressive portfolio of satisfied customers.

It's an exciting time for us, and whatever your role, you'll play a part in Arco's journey to become more profitable and sustainable. To drive a performance culture, we consistently invest in our people to ensure we push for shared success. We respect and value everyone's unique skills, experience and ideas so you'll have ample opportunity to help shape our future growth and be rewarded for delivering against our targets.

At Arco, inclusion means ensuring everyone feels valued, respected and able to be their best. We celebrate the unique skills, experiences and perspectives each colleague brings, and we're committed to creating a supportive environment where everyone can thrive. As part of our journey to everyday inclusion, we recognise that individual needs may vary. If you require any reasonable adjustments or additional support during the recruitment process, please let us know. Be Safe, Be Yourself, Be Your Best.