Hybrid Customer Service Advisor

IIRUC SERVICE SA; Northampton; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A leading company in customer service seeks a Hybrid Customer Service Advisor to join their team in Northampton. This full-time, permanent role involves managing customer queries and complaints, ensuring high-quality service in a fast-paced environment. The position offers competitive salary, benefits, and opportunities for professional growth in a supportive team culture.

Benefits

Opportunity for progression

Supportive team culture

Full training provided

Hybrid working available after probation

Qualifications

• Experience in customer care or complaints handling.
• Strong communication and listening skills.
• Detail-oriented with strong time management.

Responsibilities

• Manage complex customer queries and complaints.
• Investigate issues and offer tailored resolutions.
• Liaise with internal teams for support.

Skills

Communication

Emotional Intelligence

Time Management

Organisational Skills

Job description

Hybrid Customer Service Advisor - Customer Care Team

Location: Northampton (office-based during probation, hybrid thereafter)

Salary: £28,000 - £32,000 + benefits

Contract: Full-time, permanent

Shifts: Rotational - 8 am-5pm and 10am-7pm (1 in 4 Saturdays, with a weekday off)

This is an opportunity to join a well-established, nationally recognised employer in their high-performing customer care team.

Our client is seeking empathetic and resilient individuals with a strong background in customer service, complaint handling, or support roles. This position is ideal for someone who thrives in a fast-paced environment and takes pride in resolving issues the right way - with care, patience, and professionalism.

Why Apply?

• Opportunity to join a respected employer with genuine progression prospects
• Supportive team culture and a focus on employee wellbeing
• Full training provided with ongoing development opportunities
• Hybrid working is available after probation
  
  

The Role

As a Customer Service Advisor, you will manage a wide range of complex customer queries, including complaints, escalations, and emotionally sensitive issues. You'll act as the voice of the brand, delivering outstanding service while maintaining professionalism under pressure.

Key Responsibilities Include

• Handling inbound customer calls and queries across multiple channels
• Investigating issues thoroughly and offering fair, tailored resolutions
• Liaising with internal teams, including legal, logistics, and finance
• Supporting ombudsman or media-related casework as needed
• Keeping detailed and accurate records of customer interactions
• Identifying trends and contributing to service improvements
  
  

Ideal Candidate

• Experience in customer care, complaints handling, or similar roles (e.g., retail, financial services, utilities, housing, or health)
• Excellent communication and listening skills
• Strong emotional intelligence and a calm, methodical approach
• Able to navigate sensitive situations confidently
• Detail-oriented with strong time management and organisational skills
• Comfortable using internal systems and working across teams
  
  

BBBH33494