Customer Support Advisor

Arco: Experts In Safety; Hull and East Yorkshire; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

32 days holiday incl. bank holidays

Option to buy 5 extra days

Volunteer days

Pension up to 8%

Life Assurance

Perkbox discounts

Employee Assistance Programme

Learning Management System access

Long service awards

Job summary

Arco: Experts In Safety is seeking a Customer Support Advisor to join the Customer Experience Team in a hybrid role (office and home). You will handle customer interactions by phone and other channels with empathy, resolve issues, and identify improvement opportunities to strengthen relationships and trust.

The role includes a Monday–Friday schedule, a competitive salary (£26,227.50) plus bonus, and a comprehensive benefits package.

Qualifications

• Experience in customer service or complaints handling roles.
• Experience in B2B or commercial sales settings handling high volume calls.
• Solid understanding of customer engagement and relationship management.

Responsibilities

• Deliver a confident, empathetic service in every interaction across channels (including Teams).
• Uncover true customer requirements via active listening and set clear expectations.
• Investigate, resolve and report on complaints efficiently and thoroughly.
• Identify root causes and prevent recurrence.
• Be an escalation point for complex issues.
• Build trust and strengthen customer relationships.
• Maintain accurate CRM records (C4C) and navigate internal systems.
• Aim for First Time Right outcomes to reduce repeat contacts.
• Collaborate with Sales, Supply Chain and Product teams to support service improvements.
• Seek feedback and develop personal development plans.

Skills

Customer service

Complaints handling

B2B sales

CRM tools SAP C4C

Cross-functional collaboration

Communication skills

Relationship management

Tools

SAP C4C

Job description

About The Role

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

About The Role

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

We're looking for proactive and commercially minded Customer Support Advisors to join our Customer Experience Team. As a key point of contact for customer concerns over the phone, you’ll take ownership of resolving issues with empathy and professionalism, while identifying opportunities to improve the overall customer experience. You’ll play an important role in strengthening relationships, building trust, and helping shape better outcomes for our customers and the business.

The Customer Support Advisor vacancy is a full time position, Monday to Friday, and is on a hybrid basis, with a mix of 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
• 32 days holiday inclusive of bank holidays
• Opportunity to purchase 5 additional days annual leave each calendar year (subject to qualifying salary)
• 2 fully paid Community Volunteering days every year
• An excellent pension (up to 8% Arco contribution) and x4 Life Assurance scheme
• A huge range of discounts to help with cost of living via Perkbox plus Employee Discount on Arco products
• Free, 24-hour access to our Employee Assistance Programme
• Health Cash Plan where we'll reimburse up to 100% of everyday healthcare costs
• Access to our Learning Management System, to support your personal and career development
• Long-term service awards – we’re proud to have employees who have worked for us for 40 years

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.