Customer Support Advisor

Arco; United Kingdom; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

32 days holiday

Pension up to 8%

Life Assurance

Perkbox discounts

Employee Assistance Programme

Learning LMS access

Volunteer days

Job summary

Arco is seeking proactive Customer Support Advisors to join our Customer Experience Team. This full-time, 12-month fixed-term contract offers a hybrid role with a mix of office and home-based work, Monday to Friday.

You will handle customer queries by phone and channels, resolve issues with empathy, and document CRM records to improve service quality. You will collaborate with Sales, Supply Chain and Product teams to identify root causes and implement service enhancements, while delivering First

Qualifications

• Demonstrated experience in a customer service or complaints handling role.
• Experience 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.

Responsibilities

• Deliver a confident, empathetic service in every customer interaction across channels (including Teams).
• Investigate, resolve, and report on customer complaints thoroughly and efficiently.
• Maintain accurate CRM records and navigate internal systems to resolve issues.
• Identify root causes and work with teams to prevent recurrence and improve outcomes.
• Act as escalation point for complex complaints and support service enhancements.

Skills

Customer service

Complaints handling

B2B sales

CRM tools

Cross-functional work

Verbal and written communication

Tools

SAP C4C

Job description

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 queries 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. This role is a 12 month Fixed Term Contract. 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.