Customer Service Advisor

Customer Service Advisor
Location: Reading (Hybrid)
Salary: -30,000 per annum
Hours: Monday to Friday, 40 hours per week

The Role
We are looking for a friendly and customer-focused Customer Service Advisor to join a busy and supportive team. As a Customer Service Advisor, you will be the first point of contact for customers enquiring about start-up loans and business support.

Managing a pipeline of over 300 customer enquiries, the Customer Service Advisor will guide applicants through the start-up loan process, explain eligibility and funding options, and ensure all required documentation is completed. You will provide an exceptional customer experience from initial enquiry through to application while maintaining accurate CRM records and building strong relationships with customers.

Working closely with internal teams and banking partners, the Customer Service Advisor will also promote additional services, including training programmes, mentoring and networking events, helping customers access the support best suited to their needs.

Key Responsibilities

• Act as the first point of contact as a Customer Service Advisor for customer enquiries via phone and email.
• Manage a pipeline of 300+ customer enquiries and start-up loan applications.
• Explain start-up loan products, eligibility criteria and the application process.
• Guide customers through each stage of their application and supporting documentation.
• Maintain accurate customer records using CRM systems.
• Liaise with banking partners and internal teams to progress loan applications.
• Deliver exceptional customer service through regular communication and follow-up.
• Promote training courses, business events and additional support services.
• Work towards customer service KPIs and team targets.

• Previous experience as a Customer Service Advisor, Customer Support Advisor or in a similar customer-facing role.
• Excellent communication and relationship-building skills.
• Experience using CRM systems and Microsoft Office.
• Highly organised with strong attention to detail.
• Comfortable managing a high volume of customer enquiries.
• Experience within financial services, banking, lending or loan administration would be highly advantageous.
• Passionate about delivering outstanding customer service and supporting customers throughout their journey.