Tier 2 Customer Service Advisor: Escalations & Solutions

Wiley; Bognor Regis; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Meeting-free Friday afternoons

Comprehensive benefits package

Job summary

Wiley is hiring an Associate Advisor to join our Customer Service team in Bognor Regis. This Tier 2 role handles complex enquiries, escalations, and works across systems to deliver positive customer outcomes.

You’ll collaborate with offshore teams, support orders and invoicing, and use AI tools and automation to drive efficiency and service quality while building strong relationships with customers, sales, and partners.

Qualifications

• Experience in customer service or similar roles with exposure to handling escalations.
• Strong communication and problem-solving abilities are essential.
• Experience managing customer issues or escalations is preferred.
• Ability to work across teams and build effective relationships.
• High attention to detail and good organisational skills.
• Comfortable learning new systems and technologies.
• Familiarity with AI tools and basic automation processes is a plus.

Responsibilities

• Act as a Tier 2 escalation point for complex customer enquiries and service issues.
• Support and collaborate with offshore Customer Service teams, providing guidance and feedback.
• Manage customer orders, credits, quotations, account maintenance requests, and operational queries.
• Investigate and resolve delivery, invoicing, pricing, shipping, and order-related issues.
• Build strong relationships with customers, sales teams, distribution partners, and internal stakeholders.
• Identify opportunities for process improvements, automation, and service enhancements.
• Use approved AI tools and business systems in line with business demands.
• Support training, testing, and knowledge-sharing activities across the team.

Skills

Customer service experience

Communication skills

Problem solving

Cross-team collaboration

Attention to detail

Organisational skills

AI tools familiarity

Job description

Wiley is hiring an Associate Advisor to join our Customer Service team in Bognor Regis. This Tier 2 role handles complex enquiries, escalations, and works across systems to deliver positive customer outcomes.

You’ll collaborate with offshore teams, support orders and invoicing, and use AI tools and automation to drive efficiency and service quality while building strong relationships with customers, sales, and partners.