Senior Customer Service Advisor

Senior Customer Service Advisor

Location: Southampton
Salary: -31,000 per annum + Bonus
Working Pattern: Hybrid (once fully trained)
Hours: Monday to Saturday, 5 days per week

• 8:00am-5:30pm or 9:00am-5:30pm (Saturdays 8am - 4pm and working from home once trained)
• Saturdays worked on a 1-in-3 rota, with a lieu day during the week

About the Company

Our client is an established, values-driven organisation that genuinely invests in its people. With a strong commitment to delivering 100% customer satisfaction, they are seeking a Senior Customer Service Advisor to join their growing team.

This role is ideal for a customer-focused professional with experience in training, coaching, and supporting colleagues in a contact centre or customer service environment.

Key Responsibilities

• Liaise with customers via telephone and webchat, responding to enquiries professionally and efficiently
• Book appointments and manage customer schedules
• Obtain and evaluate relevant information to resolve product and service enquiries
• Provide accurate pricing and service information
• Support administrative tasks, including managing returned mail and updating customer records
• Assist the marketing team by contacting existing customers with promotional offers
• Promote and offer the full range of appointments and services
• Conduct customer follow-up calls following purchases or non-purchase interactions
• Support, mentor, and coach new and existing colleagues through structured training
• Contribute to the efficiency of call centre systems, including call routing and handling
• Assist with coaching the team to achieve departmental targets
• Act as a role model and provide support to the departmental management team
• Serve as the first point of escalation for customer concerns and complaints, ensuring resolution in line with business procedures
• Proactively monitor colleague calls on a monthly basis and produce performance, issues, and training needs reports for senior management

Skills and Experience Required

• Excellent verbal and written communication skills
• Strong active listening capability
• Proven problem-solving and analytical skills
• High attention to detail and accuracy
• Self-motivated with the ability to lead by example
• Strong customer-focused approach
• Adaptable, with the ability to work on own initiative
• Ability to work under pressure and consistently meet targets
• Demonstrable teamwork and leadership skills
• Previous experience in training and coaching colleagues
• Confident IT and system literacy

If this role is of interest to you and you have the necessary skills and experience, please don''t hesitate to APPLY.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.