Senior Customer Service Advisor

Job description

About

Job Title: Senior Customer Service Advisor

Location: Clitheroe, Lancashire

Hours: Monday to Thursday, 8:45am-5:00pm | Friday, 8:30am-3:30pm

Salary: Competitive, dependent on experience

Contract: Permanent

The Opportunity

I am recruiting on behalf of an established business in Clitheroe for an experienced Senior Customer Service Advisor to join their Customer Service function. This is an excellent opportunity for an experienced customer service professional who enjoys taking ownership of customer enquiries, resolving more complex aftersales issues and working collaboratively across different departments.

The Role

Working within a busy, fast-paced team, you will provide a high standard of support to customers and end users, including situations where requests are time-critical.

Key responsibilities will include:

• Taking a proactive approach to customer complaints and more complex cases
• Investigating issues to understand root causes and working towards satisfactory resolutions
• Responding to customer enquiries via telephone and email, with a focus on resolving queries at first contact
• Raising and processing replacement orders where required
• Managing customer expectations and providing regular updates through to resolution
• Maintaining accurate and up-to-date customer records
• Working closely with internal departments to make sure customer requirements are fulfilled accurately and on time
• Liaising with Quality Assurance regarding live customer issues and tracking investigations through to completion
• Communicating investigation outcomes clearly to customers
• Sharing customer feedback, updates and insights internally
• Supporting continuous improvement across customer service processes
• Working collaboratively with the wider department and Area Sales Managers to deliver positive customer outcomes

Skills & Experience

We are looking for somebody with a strong customer service background who is comfortable taking ownership of enquiries from initial contact through to resolution.

The successful candidate will ideally demonstrate:

• Previous experience in a customer service or aftersales environment
• Confidence managing customer complaints and challenging enquiries
• Experience dealing with aftersales issues such as product faults and warranty claims
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making ability
• A proactive and determined approach to achieving positive outcomes
• Strong negotiation and relationship-building skills
• Good organisational skills with the ability to prioritise competing workloads
• Good attention to detail and accurate record keeping
• Confidence using Microsoft Office and the ability to learn new internal systems
• A patient, professional and customer-focused approach
• Previous supervisory experience would be advantageous but is not essential

About You

You will be someone who genuinely cares about getting things right for customers and is comfortable seeing an issue through from beginning to end.You will need to be resilient, organised and confident in communicating with both customers and internal stakeholders. This would particularly suit somebody with experience in customer service, aftersales, complaints, warranty management, order processing or customer resolution who is looking to take the next step in their career.For the right individual, the position offers the opportunity to develop further skills and experience within a growing sector.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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