Senior Customer Care Advisor — Escalations

Evri; Leeds; Hybrid; 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 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