You'll also manage high-priority CEO and Executive escalations, requiring exceptional attention to detail, professionalism, and customer care.

This is a fast-paced role where no two days are the same, making it ideal for someone who enjoys problem-solving, taking ownership, and making a real difference for customers.

What You'll Be Doing

As a Premium Support Advisor, you'll:

• Deliver exceptional telephone-based customer service, resolving customer queries wherever possible at first contact.
• Take ownership of complaints and escalated cases, ensuring fair and timely resolutions.
• Manage sensitive and high-profile CEO and Executive customer escalations with professionalism and care.
• Investigate parcel and delivery enquiries from start to finish, using all available systems and resources.
• Work confidently in a busy contact centre environment, maintaining professionalism and confidentiality.
• Use multiple systems to process transactions accurately and efficiently.
• Identify root causes of issues and recommend solutions to reduce repeat contacts.
• Maintain accurate CRM records and provide proactive customer updates within agreed service levels.
• Act as the voice of the customer, collaborating with Couriers, Delivery Units, Contractors, and our ParcelShop network.
• Support team objectives, helping to achieve KPIs, SLAs, and continuous improvement initiatives.

What We're Looking For

We're keen to hear from people who have:

• Excellent written and verbal communication skills.
• Strong customer service experience, ideally within a contact centre environment.
• A professional and confident telephone manner with excellent listening skills.
• Strong problem-solving and decision-making abilities.
• High levels of accuracy and attention to detail.
• Good working knowledge of Microsoft Office, including Word, Excel, and Outlook.
• Resilience and the ability to remain calm under pressure, particularly when handling complaints and high-stakes customer issues.
• The ability to work independently while also contributing positively as part of a team.
• A customer-focused mindset with a genuine passion for delivering great service.

Ready to Apply?

If you're looking for an opportunity where you can make a real impact, develop your skills, and be part of a supportive team, we'd love to hear from you.

Everyone Belongs at Evri Group

We're committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.

As a Disability Confident Committed Employer, a Silver-accredited Inclusive Employer, and through our partnership with Scope, we're working to make our workplace and recruitment process more accessible for everyone.

We encourage candidates to request adjustments at any stage of the recruitment process and there are touchpoints through the application process to do so. Every application is reviewed by a member of our Talent Acquisition team meaning that we don't use AI to screen candidates.

At Evri Group, we're building an environment where everyone can be themselves and thrive.