TEAM4REC
Customer Service Advisor
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Customer Service Advisor
Location
United Kingdom (Remote)
Salary
£12.71 per hour (£24,785 per annum equivalent, based on a 37.5-hour week)
Contract
Temporary, full-time, with regular opportunities to move into permanent roles
Hours
Full-time on a six-week rolling rota. Weekday shifts fall between 8am and 8pm, Monday to Friday. Weekend and bank holiday shifts run 9am to 5.30pm. One Saturday and one Sunday are worked in every six weeks.
Reports To
Team Leader (client side)
About the Opportunity
Apply4U is recruiting on behalf of a client for a Customer Service Advisor to support customers who are contacting the service at a difficult time. The role is fully remote and is the first point of contact for both inbound and outbound calls. The client is named at first-stage screening.
The role will suit someone with contact centre experience who handles sensitive conversations with care, works accurately across several secure systems, and is comfortable with security vetting.
Key Responsibilities
- Handle customer enquiries by telephone, email and webchat, recording clear call notes on the system.
- Address customer concerns proactively, aiming for first-time resolution.
- Support customers in sensitive circumstances while remaining professional and impartial.
- Identify complex queries and escalate them so that customers receive fair outcomes.
- Follow client guidelines while giving clear and efficient responses.
- Work across multiple secure client systems to retrieve and record information accurately.
- Complete security checks and verify customer identity before discussing sensitive information.
- Handle personal data in line with GDPR and data protection requirements.
- Identify and report potential security, fraud or safeguarding concerns.
- Meet performance targets for quality, productivity and customer satisfaction.
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What We Are Looking For
- Excellent written and verbal communication skills.
- Experience in a fast-paced customer service environment, ideally a contact centre.
- Strong IT skills and the ability to multitask across systems.
- Excellent timekeeping and reliability.
- A quiet home workspace and a reliable broadband connection.
- Availability to work the full rota, including the weekend and bank holiday pattern.
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Security Vetting
This role requires Baseline Personnel Security Standard (BPSS) clearance and a Counter Terrorism Check (CTC). BPSS covers right to work, employment history verification and a basic DBS check. CTC requires UK residency for at least the last three years.
Shortlisted candidates will be guided through the identity and document checks by the Apply4U team. Please do not include identity documents with your application.
Training
Two weeks of classroom training, Monday to Friday, 8am to 4pm, followed by two weeks of on-the-job training with additional support.
What the Role Offers
- Long-term ongoing assignments with regular opportunities to move into permanent roles.
- Up to 33 days paid holiday per year (25 days plus 8 bank holidays).
- Weekly pay.
- Access to mental health and wellbeing resources and inclusive support networks.
- An Employee Assistance Programme.
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