Customer Service Advisor

Customer Service Advisor

Job Reference: CSRLK1

Call Centre and Customer Service Leeds, West Yorkshire £27000 per annum Permanent

Customer Service Advisor Competitive Salary Full-Time Hybrid Working

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, professional environment where accuracy, communication, and customer satisfaction are key?

HRGO Recruitment is recruiting for a Customer Service Advisor to join a growing and dynamic financial services team. This is an excellent opportunity for an experienced customer service professional looking to develop their career within a regulated and rewarding industry.

You'll be supporting customers across multiple communication channels, resolving queries efficiently, and delivering outstanding service at every interaction.

Benefits

• Competitive salary
• Hybrid working opportunities
• Pension scheme
• Career development and progression opportunities
• Professional qualification support
• Comprehensive training programme
• Employee wellbeing initiatives
• Employee Assistance Programme (EAP)
• Collaborative and inclusive working environment

Working Hours

• Full-time permanent position
• Monday to Friday
• Hybrid working available
• Additional flexibility may be required to meet business needs

The Role

As a Customer Service Advisor, you will be responsible for providing excellent customer service and support across inbound and outbound customer contact.

Working within a regulated environment, you will ensure customer enquiries are resolved efficiently while maintaining high standards of accuracy, professionalism, and compliance.

Key Responsibilities

• Handling customer enquiries via telephone, email, and other communication channels
• Resolving customer queries in line with service level agreements
• Delivering first-contact resolution wherever possible
• Providing accurate and professional written and verbal communication
• Supporting customers with service-related requests and enquiries
• Managing initial customer concerns and assisting with complaint resolution
• Maintaining accurate customer records and documentation
• Working collaboratively with colleagues across the wider business
• Identifying and escalating incidents, risks, or potential breaches where required
• Following company policies, procedures, and regulatory requirements
• Supporting a culture of exceptional customer service and positive customer outcomes

About You

We're looking for someone who is:

• Passionate about delivering outstanding customer service
• Friendly, professional, and approachable
• Highly organised with excellent attention to detail
• Confident communicating with customers and stakeholders
• Able to remain calm and professional under pressure
• A strong team player with a collaborative approach
• Adaptable and flexible in a fast-paced environment
• Committed to achieving positive customer outcomes

Essential Experience & Skills

• Proven customer service experience
• Excellent written and verbal communication skills
• Strong interpersonal and relationship-building abilities
• Good problem-solving and decision-making skills
• Ability to work accurately and efficientlyStrong organisational skills and attention to detail
• Experience working within service level agreements and quality standards
• Proficiency in Microsoft Office applications
• Ability to manage multiple priorities effectively

Desirable Experience

• Financial services experience
• Experience working within a regulated environment
• Complaint handling experience
• Experience supporting internal and external stakeholders
• Knowledge of risk, compliance, and governance principles
• Investment Operations Certificate (IOC) qualification or willingness to work towards industry qualifications

Please Note

This role will involve:

• Working within a regulated professional environment
• Managing customer interactions across multiple communication channels
• Handling confidential and sensitive information
• Working to service level agreements and quality standards
• Supporting customer complaint resolution processes
• Adapting to changing business priorities and operational requirements