Senior Customer Service Advisor

Robert Walters Recruitment Agency London; London; Remote; GBP 50,000 - 60,000; Full time

Job summary

A global recruitment agency is seeking a Senior Customer Support Specialist who will manage complex inquiries and mentor junior staff. The role offers remote work flexibility and a competitive salary of £50,000 – £60,000. Candidates should have 3+ years of experience in customer support, excellent communication skills, and the ability to work independently. Opportunities for professional development are available.

Benefits

Competitive salary and benefits

Professional development opportunities

Supportive team culture

Fully remote work flexibility

Qualifications

• 3+ years of experience in customer support or client services.
• Excellent written and verbal communication skills.
• Self-motivated with the ability to work independently.

Responsibilities

• Serve as the primary escalation point for complex support inquiries.
• Provide timely, professional support across different channels.
• Monitor SLA compliance and customer satisfaction targets.

Skills

Problem-solving skills

Communication skills

Interpersonal abilities

Self-motivation

Tools

Salesforce

Zendesk

Job description

Overview

As a Senior Customer Support Specialist, you will play a key role in ensuring an exceptional support experience for our clients, candidates, and internal teams. Operating remotely, you will manage complex inquiries, mentor junior support staff, and contribute to the continuous improvement of our customer service processes. This role demands strong problem-solving skills, a proactive mindset, and a deep commitment to service excellence.

Responsibilities

• Serve as the primary escalation point for complex or high-priority support inquiries.
• Provide timely, professional, and solutions-oriented support across email, phone, and chat.
• Monitor and ensure SLA compliance and customer satisfaction targets are met.
• Collaborate with cross-functional teams to resolve client and candidate issues.
• Support onboarding and training of new support specialists.
• Identify trends in customer feedback and recommend process improvements.
• Maintain up-to-date knowledge of internal systems, processes, and recruitment operations.

Requirements

• 3+ years of experience in a customer support or client services role, ideally in a recruitment or professional services environment.
• Excellent written and verbal communication skills.
• Strong interpersonal and problem-solving abilities.
• Self-motivated with the ability to work independently in a remote setting.
• Experience with CRM and support tools (e.g., Salesforce, Zendesk) is an advantage.
• High level of professionalism, empathy, and attention to detail.

What We Offer

• Fully remote work flexibility.
• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A supportive, collaborative global team culture.
• Tools and resources to succeed in a virtual work environment.

Role Details

• Experience: Required
• Languages: English – Advanced
• Employment: Full-time
• Schedule: Monday-Friday 8:00am-4:00pm
• Salary: £50,000 – £60,000 yearly
• Benefits: Yearly bonuses
• Starting time: Immediate start!

About Robert Walters Recruitment Agency London: Robert Walters is a global specialist professional recruitment and talent solutions company, operating in over 30 countries. Our mission is to power people and organisations to fulfil their unique potential.