Premium Support Advisor

Evri; Leeds; On-site; GBP 23,000 - 29,000; Full time

Job summary

Evri is seeking a Premium Support Advisor in Leeds to deliver high-quality telephone-based customer service and take ownership of inquiries from start to finish. This fast-paced role involves resolving complaints, handling sensitive escalations, and maintaining CRM records with accuracy in a busy contact centre.

You will work a 3-week rotational pattern across early and late shifts, in a role that values problem-solving, ownership and empathy for customers, with opportunities to make a real

Qualifications

• Experience in customer service, preferably within a contact centre.
• Professional and confident telephone manner with excellent listening skills.
• High levels of accuracy and attention to detail.
• Good working knowledge of Microsoft Office (Word, Excel, Outlook).
• Resilience and calm under pressure when handling complaints and high-stakes issues.
• Ability to work independently and as part of a team.
• Customer-focused mindset and passion for delivering great service.

Responsibilities

• Deliver exceptional telephone-based customer service and resolve queries at first contact.
• Take ownership of complaints and escalations with fair, timely resolutions.
• Manage high-profile CEO/Executive escalations with professionalism and care.
• Maintain professionalism and confidentiality in a busy contact centre environment.
• Use multiple systems to process transactions accurately and promptly.
• Keep CRM records up to date and provide proactive updates within service levels.
• Act as the voice of the customer and collaborate with couriers, delivery units and network.

Skills

Customer service

Telephone manner

Attention to detail

MS Office

Resilience

Teamwork

CRM software

Tools

CRM software

Job description

Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8 to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.

Shift Pattern

This role operates on a 3-week rotational pattern :

Week 1

• Monday to Friday
• 08:00 - 16:30

Week 2

• Monday to Friday
• 09:30 - 18:00

Week 3

• Monday to Saturday
• 08:00 - 16:30
• One weekday off on a rota basis

About the Role

We’re looking for talented Premium Support Advisors to join our team and help deliver an outstanding customer experience.

In this role, you’ll provide a high-quality, telephone-based service, taking ownership of customer enquiries and resolving issues quickly, professionally, and with empathy. You’ll investigate delivery and parcel-related concerns, handle complaints and escalations, and ensure customers receive the best possible support at every stage of their journey.

You’ll also manage high-priority CEO and Executive escalations, requiring exceptional attention to detail, professionalism, and customer care.

This is a fast-paced role where no two days are the same, making it ideal for someone who enjoys problem-solving, taking ownership, and making a real difference for customers.

What You’ll Be Doing

• Deliver exceptional telephone-based customer service, resolving customer queries wherever possible at first contact.
• Take ownership of complaints and escalated cases, ensuring fair and timely resolutions.
• Manage sensitive and high-profile CEO and Executive customer escalations with professionalism and care.
• Work confidently in a busy contact centre environment, maintaining professionalism and confidentiality.
• Use multiple systems to process transactions accurately and efficiently.
• Maintain accurate CRM records and provide proactive customer updates within agreed service levels.
• Act as the voice of the customer, collaborating with Couriers, Delivery Units, Contractors, and our ParcelShop network.

What We’re Looking For

We’re keen to hear from people who have:

• Strong customer service experience, ideally within a contact centre environment.
• A professional and confident telephone manner with excellent listening skills.
• High levels of accuracy and attention to detail.
• Good working knowledge of Microsoft Office, including Word, Excel, and Outlook.
• Resilience and the ability to remain calm under pressure, particularly when handling complaints and high-stakes customer issues.
• The ability to work independently while also contributing positively as part of a team.
• A customer-focused mindset with a genuine passion for delivering great service.

Evri Group for everyone

We’recommitted to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves.

We’re also on a mission to be the UK’s most accessible delivery business. We’ve partnered with Scope, the leading disability equality charity, to improve deliveries for millions of customers and give extra support to our colleagues and couriers who need it.

Collaboration is key because we work better together. Bring passion, ambition and an open mind, and in return we’ll give you respect, flexibility and a place where you can thrive.