Customer Support Advisor

Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #996

01 April 2025

Title: Customer Support Advisor

Department: Operations

Location: Sheffield (Hybrid, 3 days a week, 2 from home)

Full Time, Permanent

Line manager: Operations Manager

Role overview:

Providing customer support for our customers via all channels including email, phone, and webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.

Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines; the role will be varied and cover a wide range of tasks.

Key responsibilities:

• Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner.
• Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers.
• Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries.
• Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies.
• Provide technical support and assistance to customers throughout their contract lifetime.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Work effectively as a team and autonomously.
• Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels.
• Be able to communicate effectively and listen to a customer’s specific situation and needs.
• Process advert requests and queries from our customer base.
• Have strong, up-to-date product knowledge across the Tes brands to advise and add value to customers' experience and encourage engagement.
• Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
• Assist other areas of the Operations department when necessary due to demand.
• Weekend work may be required on an ad hoc basis during peak seasonal times, which will be provided back as time in lieu.

What will you need to succeed?

• Proven experience in effectively communicating with customers, clients, or similar.
• Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly.
• Collaborative approach and the ability to build internal relationships both within the team and the wider business.
• Ability to take initiative, be self-motivating, and act proactively.
• Working within a multi-skilled environment.
• Have a very positive work attitude including flexibility and willingness to work.
• Initiative and ability to make informed decisions within the remit of their role.
• Customer service experience; handling calls and emails, delivering excellent customer service.
• Management of customer complaints.
• Working in a high-volume environment to meet customer expectations.
• Working in an environment with remote teams.

What Do You Get in Return?

• 25 days of annual leave, increasing to 30 days
• State-of-the-art city centre offices
• Access to My Benefits World
• Discounted city centre parking
• Free fruit delivered weekly to the office
• Complimentary breakfast cereals and hot/soft drinks
• Free eye care cover
• Free Westfield Health cover
• Life assurance
• Cycle to Work Scheme
• Season ticket loan
• Employee Assistance Programme (EAP)
• Monthly paid-for social events
• Extensive Learning and Development opportunities