Avocado55
Customer Service Advisor
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About Avocado55
Avocado55 is an independent, Scottish customer experience advisory, delivery, and services business powered by expert industry professionals. We support leading organisations in designing, delivering, and operating world-class, industry-defining customer services across high-growth sectors, including luxury drinks & distilling, fintech, travel, retail, and healthcare.
At Avocado55, we never overlook individual effort. We recruit high-calibre advisors with outstanding customer service backgrounds—people who consistently go above and beyond. Joining our team offers high autonomy, continuous learning, flexible working, and the opportunity to make a tangible impact on a growing business.
The Role
Avocado55 is looking to bring on board an experienced Customer Service Advisor who has delivered outstanding customer / consumer service and is also analytical, highly articulate, who is ambitious and loves working in a high-performing team.
The role will support a new Avocado55 venture, The Spirit Co-op. In this role, you will represent Avocado55 as an authentic brand ambassador for a portfolio of prestigious, high-end Scottish malt whisky brands. You will act as the first point of contact across all customer touchpoints, delivering a caring, highly tailored, and seamless experience. Balancing exceptional process accuracy with genuine warmth and empathy, you will turn standard enquiries into memorable brand interactions and long-term customer loyalty.
Key Responsibilities
- Brand Representation: Serve as an enthusiastic ambassador knowledgeable in brand culture and history, product heritage, and craftsmanship, sharing distillery stories to engage customers.
- Omnichannel Communication: Manage inbound and outbound interactions across telephone, email, web forms, live chat, and social media direct messages with impeccable grammar and tone of voice.
- Bespoke Support: Facilitate end-to-end luxury services, including booking tours, offering tailored recommendations, and managing after-sales support.
- Sales & KPI Delivery: Meet or exceed individual targets, conversions, and service level agreements (SLAs) through proactive, value-add customer engagements.
- Query Resolution & Case Management: Take end-to-end ownership of customer enquiries, triaging complex queries, using knowledge bases, and logging precise records in our CRM/case management system.
- Stakeholder Collaboration: Work alongside senior team members, brand managers, and external stakeholders to share customer insights, resolve escalated issues, and continuously refine processes.
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Person Specification
Experience & Skills
- Solid background in luxury retail, high-end customer service, hospitality, or clienteling environments.
- Exceptional written and spoken English, capable of communicating at a high standard with precision, warmth, attention to detail, and brand-aligned tone.
- Comfortable working towards sales targets, conversions, and key performance Indicators (KPIs) while maintaining an uncompromised commitment to service quality.
- Proficient with CRM/case management systems, omnichannel contact tech, and productivity tools (MS Office or Google Workspace).
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Personal Attributes
- Eager to master complex product ranges, brand histories, and operational processes.
- Possess a can-do attitude, natural initiative, and an interest in sharing innovative ideas to improve team performance.
- Excellent listening skills with the ability to remain calm, composed, and patient under pressure.
- A natural relationship-builder who thrives both independently and as part of a connected team.
Formal Education
- Five National 5s (Grades A–C) or equivalent, including English and Maths. (Relevant hands-on experience and demonstrated communication standards are valued above formal qualifications).
Remote Working & Operational Requirements
Because this is a fully remote role (with occasional pre-planned travel/site visits), self-motivation and a well-structured home environment are essential.
- Location: Must be based in Scotland.
- Workspace: A dedicated, quiet, and secure home office with a proper desk, ergonomic seating, natural light, and zero household distractions or shared communal access.
- Connectivity: A stable broadband connection with minimum speeds of 10Mbps Download and 4Mbps Upload.
- Equipment: Avocado55 will provide all required IT hardware, tailored to your workstation needs.
What We Offer
- £28,000 – £32,000 per annum.
- 25 days paid holiday per year + public/bank holidays.
- Comprehensive onboarding, brand-specific training, and ongoing personal development paths.
- Pension scheme, Employee Assistance Program (EAP), and Death in Service coverage.
- Fully remote structure supporting work-life balance.
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