Senior Customer Service Advisor

PHS Group Ltd.; Skelmersdale; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Senior Customer Service Advisor to support the team leader and enhance service delivery. This role involves managing complex cases, training new staff, and ensuring SLAs are met with effective communication and leadership qualities.

Qualifications

• Exhibiting professional behavior, punctuality, and engagement.
• Demonstrated case resolution examples and product knowledge are essential.

Responsibilities

• Providing phone and support assistance to the team leader.
• Supporting team members with case workloads and updates.
• Leading handling of specific case types and escalating when necessary.

Skills

Team motivation

Problem-solving

Strong communication

Logical thinking

Job description

Senior Customer Service Advisor - Direct365

Overview

The customer service team has had varying numbers of Senior Customer Service Advisors to assist the team leader with:

• Handling more complex cases
• Shadowing and training new employees
• Supporting escalations
• Meeting SLAs
• Managing case loads

Current SLAs include:

• Emails logged within 24 hours (currently active)
• Average case closure time under 2.5 days
• Confirm recovery of all missed service cases before closure
• Updating cases with notes every 48 hours maximum
• Structured escalation process for key case types/trigger words (Fines, Environment agency, Multiple missed services)

To meet these SLAs, effective communication from Customer Service Advisors regarding their cases and support needs is essential. Additionally, time should be allocated to improve advisors' skills and knowledge.

A structured working pattern has been developed to support SLA achievement and facilitate the development of Senior Advisors into future leaders.

Senior Customer Service Advisor Job Role

Main responsibilities include:

• Providing phone and support assistance to the team leader as required
• Supporting team members with case workloads, focusing on cases over 5 days old, prompting updates, and providing advice to ensure consistent case handling
• Escalating cases to the team leader when necessary and highlighting additional support needs
• Participating in daily meetings to discuss escalated cases and support resolution
• Leading handling of specific case types such as failed recovery services, Environment Agency cases, Pest Activity cases, and Insurance Claims
• Supporting on cases involving customer threats, wasted journeys, fines, lost/stolen bins, and ad hoc site clearances

Desired qualities in a Senior CSA:

• Lead by example: exhibiting professional behavior, punctuality, and engagement
• Driven and organized: comfortable with data, team motivation, and handling multiple workflows
• Calm: logical thinking and tension defusal skills
• Strong communication: clarity, escalation handling, and constructive challenge
• Positive and resilient: determination, teamwork, action focus, proactivity, and problem-solving attitude

Applicants should demonstrate these traits with relevant examples of case resolution and product knowledge.