Customer Service Advisor

ScS; Sunderland; On-site; GBP 24,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Advisor, where your exceptional communication skills will make a real difference. In this dynamic role, you'll be the voice of the organization, assisting customers with their queries and ensuring they feel valued and understood. With a focus on providing first-class service, you'll tackle a variety of customer issues and work collaboratively with your team to find solutions. Enjoy a supportive environment that offers career progression opportunities and a range of employee benefits, making this a fantastic place to grow your career.

Benefits

33 days holidays including bank holidays

Employee benefits platform with discounts

Colleague discount

Career progression opportunities

Long service awards

Enhanced maternity, paternity, and adoption leave

Employee Assistance Programme

Medicash health plans

Virtual GP service 24/7

Pension scheme

Qualifications

• Experience in customer service, either face-to-face or in a call center.
• Strong communication skills and ability to build relationships.

Responsibilities

• Handle customer queries and complaints over the phone.
• Process payments and update customers on delivery schedules.

Skills

Communication Skills

Customer Service Experience

Problem-Solving Skills

Decision-Making Skills

IT Literacy

Team Player

Flexibility

Job description

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Department: Customer Experience

Location: Sunderland - Customer Support Centre

Compensation: £23,810 / year

Description

Are you good at making people feel comfortable and reassured? Are you looking for a career where you can learn and grow? Fancy being part of the voice of ScS? Then we think you’d love working with us as a Customer Service Advisor.

What’s the opportunity?

As part of the Customer Support team, you’ll be responsible for dealing with customer queries once a sale has been processed in store or online. These can include processing payments, updating customers on delivery schedules, or any other queries they may have before their furniture has been delivered.

What does the role involve?

• Speaking to customers over the phone, listening to their queries, including complaints, and providing friendly resolutions
• Answering high-volume calls within a busy environment, putting the customer at the heart of everything you do
• Diagnosing product issues and arranging follow-up appointments with relevant internal teams
• Demonstrating a passion for providing first-class customer service
• Dealing with demanding calls in a calm and professional manner

Who are we looking for?

We’re looking for someone with excellent communication skills who can make our customers feel comfortable and confident that their queries will be resolved.

• Experience in a customer service role – face-to-face or in a call centre environment
• Experience in an admin role (desirable)
• A good listener, able to understand both spoken and unspoken customer concerns
• Decision-making and problem-solving skills
• Ability to build strong relationships with customers and colleagues
• Team player
• Flexibility to work shift patterns
• Excellent written and verbal communication skills
• IT literate
• Strong work ethic, resilience, self-starter attitude

Hours and shift pattern: We operate 7 days a week between 9 AM and 7 PM, working closely with retail stores.

What’s in it for you?

• 33 days holidays including bank holidays
• Access to employee benefits platform with discounts
• Colleague discount
• Career progression opportunities
• Long service awards
• Enhanced maternity, paternity, and adoption leave
• Access to Employee Assistance Programme
• Medicash health plans
• Virtual GP service 24/7
• Salary finance scheme
• Pension scheme
• Death in Service and Life Assurance

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Retail