Senior Customer Service Lead & Coach

Brakes; Ewloe; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Discounts on food and products

Generous holiday allowance

Pension

Job summary

Brakes is recruiting a Senior Customer Service Advisor for the Ewloe Contact Centre. The role focuses on delivering excellent customer service, coaching peers, and handling escalated issues in a fast-paced environment.

You will work across inbound/outbound contacts, support managers, and drive service quality while upselling where appropriate. The position is full-time, based in Ewloe, with shifts between 07:30 and 18:00 and weekends on a rota.

Qualifications

• Results oriented, confident and commercially aware.
• Ability to give feedback and coach others.
• Proven ability to build rapport and influence stakeholders.
• Experience handling irate customers and resolving issues calmly.

Responsibilities

• Handle inbound and outbound customer contacts.
• Ensure issues meet KPI targets and provide timely resolutions.
• Support Team Managers with coaching and development.
• Act as SME on key systems and processes; deputise for a Team Manager when needed.

Skills

Results oriented

Coaching

Rapport building

Conflict handling

Problem solving

Relationship building

Team player

Continuous improvement

Job description

Brakes is recruiting a Senior Customer Service Advisor for the Ewloe Contact Centre. The role focuses on delivering excellent customer service, coaching peers, and handling escalated issues in a fast-paced environment.

You will work across inbound/outbound contacts, support managers, and drive service quality while upselling where appropriate. The position is full-time, based in Ewloe, with shifts between 07:30 and 18:00 and weekends on a rota.