Customer Service Advisor

Chester (Hybrid - 1 day in the office following training)

Salary: £24,286

Working Hours :

Full-time | Monday to Friday, 8:30am-6:00pm

Rotated Saturdays, 10:00am-2:00pm (rota-based)

Contracted Availability :

8:00am-8:00pm, Monday to Friday

10:00am-2:00pm on Saturdays

We are recruiting on behalf of our client for a Customer Service Advisor to join their busy and supportive customer operations team. This is an excellent opportunity for someone who enjoys helping people, thrives in a structured environment, and takes pride in delivering a high standard of service.

You will be the first point of contact for customers, providing professional support across multiple communication channels and aiming to resolve queries at the first point of contact wherever possible.

The Role

As part of a collaborative team, you will:

Handle inbound customer enquiries via phone and email in a professional, courteous manner
Aim to resolve queries at first contact while delivering a positive customer experience within agreed SLAs
Maintain accurate case logs and records using internal systems such as STARS and Track My Case
Liaise with internal departments, particularly Customer Relations, to ensure continuity of service and support complaint resolution
Keep customers informed with clear updates and manage follow-up actions in line with service standards
Develop a strong understanding of the company's products, services, and the conveyancing journey
Contribute to process improvements and participate in ongoing training and team meetings
Adhere to company quality standards and procedures at all time. 
What Good Looks Like in This Role

Knowledge

You will understand:

How to respond to customer enquiries professionally, aiming for first contact resolution

The key stakeholders in the conveyancing process, including law firms, lenders, estate agents and search providers

How and when to escalate complaints appropriately

The importance of accurate case management and system logging

Skills

You will be able to:

Communicate clearly and empathetically with customers
Accurately manage case updates, contact logs and follow-ups using CRM systems
Organise call-backs and manage your workload in line with SLAs
Adapt your communication style to meet customer needs while maintaining professionalism
Use Microsoft Word and Excel for record keeping and communications
Apply basic problem-solving skills to resolve queries independently where possible
Behaviours

You will:

Take ownership of tasks and follow through on commitments
Maintain high standards in both written and verbal communication
Work collaboratively with colleagues to improve service delivery
Follow procedures consistently while recognising when escalation is required
Strive to exceed customer expectations through proactive and supportive service

This role would suit someone with previous customer service experience who is organised, detail-focused and enjoys working as part of a team to deliver an excellent customer experience