Customer Service Advisor ASAP start

Overview

ASAP START. We have several ongoing temporary roles for our well known client based in Morley. If you have experience in customer service - call centre, hospitality, retail, or any customer facing role, this role may be for you! This is a Hybrid role after training with just 2 days a week in the office.

Shift pattern is a 3 week rotation as follows: Week one - Monday to Friday 08:00 - 16:30; Week two - Monday to Friday 09:30 - 18:00; Week Three - Monday to Saturday 08:00 - 16:30 with one day off during the week. Training is fully office based for 5 weeks (1st June - 5th July approx). Hours will be one week of 08:30 - 16:00, followed by a grad bay for 4 more weeks all in the office. Initially the grad bay will be 08:00 - 16:30 with a move to shifts on week three.

£12.71ph

The role

As a Customer Service Advisor, you will provide a primarily telephone based, high touch service to our Premium customers. You'll take ownership of inbound premium calls and resolve enquiries swiftly and professionally while delivering an outstanding experience on every interaction. Most of your role focuses on Premium customer queries, service experiences, delivery issues, and parcel investigations, where speed, empathy, and accuracy are essential.

• Deliver a professional, solutions focused telephone experience by handling the majority of Premium customer queries via phone, responding promptly, building rapport, and resolving as many issues as possible on the first call.
• Take full ownership of Premium customer cases end to end, including tracking updates, service issues, failed deliveries, returns, lost parcels, and upgrade enquiries, providing clear and proactive updates throughout.
• Carry out thorough investigations using all relevant systems and collaborate closely with Couriers, Delivery Units, Depots and Customer Service leaders to ensure accurate outcomes.
• Manage CEO and Executive level escalations with exceptional professionalism, producing clear, concise written findings and escalating high risk issues when needed.
• Communicate with confidence and clarity on calls and in written updates, adapting tone and approach to meet Premium customer expectations.
• Maintain accurate and detailed CRM records, ensuring all actions, decisions, and updates are fully documented while utilising systems to diagnose and prevent delivery issues.

Ideal candidate will

• Have a good, basic knowledge of Microsoft Excel.
• Be adaptable to change and new systems.
• Have experience of end-to-end case management in a Customer Service setting.
• Have access to the internet at home, should you be required to work remotely.

Equal Opportunity

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required to allow a fair process throughout.

Please note: we can only consider applications from candidates who have the right to work in the UK.