Senior Customer Service Advisor

Delt Shared Services Ltd; Weston-super-Mare; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Holiday leave 25 days + BH pro rata

Pension scheme up to 10% of salary

Leave buy/sell options

Staff discounts portal

Training funding by Delt

EV salary sacrifice

Employee wellbeing programme

Job summary

Delt Shared Services Ltd is seeking a Senior Customer Service Adviser in Weston-super-Mare for a hybrid role requiring about three days in the office each week. You will coach colleagues, analyse performance data and drive improvements across Customer Services and Business Support teams.

Ideal candidates will have experience in customer service, coaching, and strong communication skills, with a proactive approach to problem solving and continuous improvement.

Qualifications

• Experience in a customer service, contact centre or business support environment.
• Experience coaching, mentoring or supporting the development of colleagues.
• Strong communication and interpersonal skills.
• Ability to analyse performance information and translate findings into improvement actions.
• Excellent organisational skills and attention to detail.
• Confidence handling customer and stakeholder escalations.
• Proactive approach to problem solving and continuous improvement.

Responsibilities

• Support the delivery of high-performing customer service and business support operations.
• Monitor operational performance and identify opportunities to improve service outcomes.
• Provide coaching, feedback and development support to colleagues to help them achieve their full potential.
• Conduct quality assessments and use insight to drive service improvements.
• Manage customer, client and partner escalations to successful resolution.
• Produce and analyse management information to support operational decision-making.
• Support Team Managers to ensure resources are effectively deployed and service standards are achieved.
• Build positive relationships with service stakeholders and customers.

Skills

Customer Service

Coaching

Performance analysis

Communication

Organisation

Job description

Location: Town Hall, Weston-\u2018Super-Mare – Hybrid (approx. 3 per week in the office)

At Delt, we are passionate about delivering high-quality services that make a difference to our customers and communities. We are looking for a Senior Customer Service Adviser to play a key role in supporting service delivery, developing colleagues and driving continuous improvement across our Customer Services and Business Support teams.

This is an excellent opportunity for an experienced customer service professional who enjoys coaching others, analysing performance, solving problems and ensuring customers receive an outstanding service.

Working closely with Team Managers and operational colleagues, you\'ll use performance data, quality monitoring and customer insight to help teams achieve service objectives, improve outcomes and maintain high standards of service delivery.

What you\'ll be doing

• Supporting the delivery of high-performing customer service and business support operations.
• Monitoring operational performance and identifying opportunities to improve service outcomes.
• Providing coaching, feedback and development support to colleagues to help them achieve their full potential.
• Conducting quality assessments and using insight to drive service improvements.
• Managing customer, client and partner escalations to successful resolution.
• Producing and analysing management information to support operational decision-making.
• Supporting Team Managers to ensure resources are effectively deployed and service standards are achieved.
• Building positive relationships with service stakeholders and customers.

What we\'re looking for:

We\'re looking for someone who enjoys working with people and takes pride in delivering a great service.

• Experience working within a customer service, contact centre or business support environment.
• Experience of coaching, mentoring or supporting the development of colleagues.
• Strong communication and interpersonal skills.
• Ability to analyse performance information and translate findings into improvement actions.
• Excellent organisational skills and attention to detail.
• Confidence handling customer and stakeholder escalations.
• A proactive approach to problem solving and continuous improvement.

This is a hybrid role, with office attendance expected Monday – Wednesday. Please note that there could be an occasion where additional days in the office are required, so there will need to be a degree of flexibility from the successful candidate.

Why Delt?

Delt exists to make a difference. We\'re owned by the public sector but operate with a private sector mindset - agile, efficient, and impact-driven. Everything we do helps to support vital public services across the Southwest. If you want a role where your work truly matters, Delt could be the place for you.

Benefits include

• Generous holiday allowance of 25 days plus bank holidays (pro rata for part time)
• Matched contribution pension scheme up to 10% of salary
• Opportunities to buy and sell leave
• Employee shopping savings portal
• Opportunities for training to be funded by Delt
• EV salary sacrifice
• Employee assistance programme supporting mental and physical wellbeing

Deadline for applications:

Friday 30th October

Disclaimer:

Some benefits may be subject to eligibility criteria and individual circumstances. For roles paid at or near the Real Living Wage, certain salary-sacrifice benefits (such as buying additional leave or the cycle-to-work scheme) may not be available where deductions would reduce pay below minimum wage.