Hybrid Customer Experience Advisor — Resolutions & Relationships

Arco Limited; Hull and East Yorkshire; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

32 days holiday

Pension up to 8%

Life Assurance

Employee Discount

Volunteering days

Learning LMS access

Health Cash Plan

Employee Assistance Programme

Job summary

Arco Limited is seeking a proactive Customer Support Advisor to join our Customer Experience Team on a 12-month fixed-term, hybrid basis. The role is the primary contact for customer queries, with a strong focus on resolving issues empathetically and efficiently while identifying service improvements.

You will work Monday to Friday, delivering First Time Right outcomes, and collaborating with Sales, Supply Chain and Product teams to enhance the customer journey.

Qualifications

• Experience in a customer service or complaints handling role.
• Experience in a B2B or commercial sales setting handling high volume calls.
• Solid understanding of customer engagement and relationship management principles.
• Previous use of CRM tools, preferably SAP C4C.
• Excellent verbal and written communication skills.
• Experience working cross-functionally with Supply Chain, Sales or Product teams.

Responsibilities

• Deliver a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs across 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

Skills

Customer service

Complaints handling

Communication

B2B sales

Cross-functional

CRM systems

Tools

SAP C4C

Job description

Arco Limited is seeking a proactive Customer Support Advisor to join our Customer Experience Team on a 12-month fixed-term, hybrid basis. The role is the primary contact for customer queries, with a strong focus on resolving issues empathetically and efficiently while identifying service improvements.

You will work Monday to Friday, delivering First Time Right outcomes, and collaborating with Sales, Supply Chain and Product teams to enhance the customer journey.