Customer Care Advisor

Description

• You will investigate cases thoroughly using root-cause analysis and collaborate with internal departments to gather all necessary information.
• Managing incoming calls, emails, web-based and social media complaints, prioritising responses effectively and maintaining case ownership.
• Working closely with the legal department when complaints escalate, ensuring compliance and accurate handling at all times.
• You contribute to improving processes by sharing insights and feedback with the Customer Resolution Manager and senior team.
• In your role as a Customer Care Advisor you will take ownership of customer complaints and ensure successful resolutions for both the customer and the business.
• You will provide clear, professional written communication and regular updates to customers and internal stakeholders.

Requirements

• You demonstrate empathy, resilience, and a strong drive to deliver world-class service.
• Previous experience in customer service or complaint resolution, ideally within a fast-paced environment.
• Level 3 qualification in Customer Service is preferable, GCSE grade 4 in English and Maths (or equivalent) is essential.
• Excellent written and verbal communication skills, strong attention to detail, and proficiency in Microsoft applications and web-based tools.
• The ability to manage multiple cases simultaneously while maintaining accuracy and professionalism is desirable.
• Knowledge of consumer rights and related legislation is advantageous.

Benefits

• The health of our employees is important, we provide free eye test vouchers, Health MOT’s, NHS Health checks and flu vaccinations to all.
• We offer a generous pension scheme which enables our employees to have greater financial security when they do retire.
• We offer our employees an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
• For our employee’s peace of mind, we provide a death in service benefit and the option of subsidised private health care.

Training + Development

Interview process

Visa Sponsorship

Security clearance