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Customer Service Advisor
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Customer Service Advisor
Salary: £31,313 per annum
Location: London
Working Arrangement: Hybrid – 1–2 days per week in the London office
Hours: 35 hours per week, full-time
Application Deadline: 2 September 2026 at 17:00; the vacancy may close earlier.
Overview
Our client is looking for a proactive Customer Service Advisor to provide accurate, timely and empathetic support to customers and partners while delivering key operational activities.
You will resolve enquiries and second-line escalations, provide clear guidance on processes and services, and help customers and partners make informed decisions. The role combines customer support, operational delivery, problem-solving and cross-team collaboration.
Responsibilities
- Deliver operational activities accurately and within agreed processes and timescales.
- Provide clear guidance on policies, procedures and services.
- Investigate and resolve second-line enquiries and escalations.
- Maintain accurate records of customer and partner interactions, actions and resolutions.
- Identify vulnerable customers and escalate safeguarding concerns appropriately.
- Handle customer and partner data securely in line with data protection requirements.
- Identify customer journey pain points and contribute to service and process improvements.
- Maintain process documentation and knowledge resources, working with internal teams to resolve complex queries.
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Requirements
- Experience in customer service or a similar support environment.
- Strong verbal and written communication skills.
- Active listening and problem-solving skills.
- Confidence handling enquiries across multiple channels.
- Good time management, prioritisation and attention to detail.
- Ability to work collaboratively within and across teams.
- Familiarity with CRM systems or digital platforms.
- Educated to A-Level standard or equivalent, ideally in business, communications or customer relations.
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Desirable
- Understanding of awarding organisation or professional body environments.
Benefits
- Hybrid working, with 1–2 days per week in the London office and opportunities for further flexible working.
- 25 days’ annual leave, increasing by one day per year to a maximum of 30 days, plus bank holidays.
- Pension scheme.
- Life assurance and critical illness cover.
- Health cash plan.
- Enhanced maternity and shared parental leave contributions of up to six months’ full pay, depending on length of service.
- Regular wellbeing initiatives.
- Cycle-to-work scheme.
Application Process
Applicants will need to upload a CV and complete an online application. The planned closing date is 2 September 2026 at 17:00, although the vacancy may close earlier.
Interested? Click Apply to view the full vacancy and continue your application.
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