Hybrid Customer Support Advisor - Grow, Resolve & Elevate

Arco Limited; Hull and East Yorkshire; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Bonus

Arco Pension (8%)

Life Assurance

Holiday 32 days + 2 volunteering days

Employee discounts

Perkbox discounts

Health Cash Plan

Learning & development

Job summary

Arco Limited is seeking a proactive Customer Support Advisor to join our Customer Experience Team in a hybrid, Mon–Fri role. You will handle customer queries by phone, email and Teams, resolve issues with empathy and professionalism, and identify improvements to enhance customer experience.

The role emphasizes building relationships, accurate CRM logging, and collaborating with Sales and Supply Chain to drive service enhancements.

Qualifications

• Experience in customer service or complaints handling.
• Experience in a B2B or commercial sales setting handling high volume of customer calls.
• Understanding of customer engagement and relationship management principles.
• Experience using CRM tools (preferably SAP C4C).
• Able to work in a fast-paced, target-driven environment.
• Excellent verbal and written communication skills.
• Experience working cross-functionally with Supply Chain, Sales or Product teams.

Responsibilities

• Provide empathetic service in every interaction and build rapport with customers across channels.
• Uncover true requirements using active listening and set clear delivery timelines.
• Investigate, resolve and report on customer complaints thoroughly and efficiently.
• Identify root causes and work to prevent recurrence.
• Act as escalation point for complex complaints from customers and colleagues.
• Build strong relationships and regain trust after negative experiences.
• Maintain accurate CRM records (C4C) and navigate internal systems.
• Aim for First Time Right outcomes to reduce repeat contact.
• Partner with Sales, Supply Chain and Strategic teams to support service improvements.
• Seek feedback and actively pursue personal development.
• Contribute positively to team culture and goals.

Skills

Customer service

Complaint handling

Phone support

CRM tools

Cross-functional

Communication skills

B2B experience

Tools

SAP C4C

CRM systems

Job description

Arco Limited is seeking a proactive Customer Support Advisor to join our Customer Experience Team in a hybrid, Mon–Fri role. You will handle customer queries by phone, email and Teams, resolve issues with empathy and professionalism, and identify improvements to enhance customer experience.

The role emphasizes building relationships, accurate CRM logging, and collaborating with Sales and Supply Chain to drive service enhancements.