Customer Service Advisor
Have you a proven background in customer service or claims handling? Are you able to stay calm, be empathetic whilst guiding clients through difficult and stressful situations? Are you tech-savvy? Are you looking to work for a global organisation who believe in development and growth within? Do you want a structured career path? Would you like to join a fast-growing ground engineering contractor global organisation?
As an experienced Customer Services Advisor, you will help drive the customer journey experience from the outset keeping operations running efficiently and smoothly, you will act as a reliable point of contact for homeowners, business partners and Insurers dealing with stressful property issues by taking full ownership through to resolution. You will also play a vital part of the business by being the first port of call for all incoming enquiries from telephone calls, emails and webforms providing a 1st class exceptional customer service ensuring swift response times.
This is a hybrid role working 2-3 days in the office, there is a requirement of flexibility on working hours.
Key responsibilities:
1. Lead Management & Sales Support
• Accurately record B2B and B2C enquiries from phone calls, emails, webforms, and messaging channels into Salesforce.
• Qualify inbound sales opportunities effectively and schedule site visit appointments for the sales team.
• Manage prospective client communications via WhatsApp and online portals, ensuring swift response times.
2. Customer Journey & Account Ownership
• Own customer interactions end-to-end for residential, commercial, and insurance clients, providing clear, plain-talking updates.
• Remain calm and supportive under pressure, helping worried homeowners navigate ground subsidence issues with confidence and empathy.
• Adapt communication style to deliver a premium, seamless experience across both residential B2C customers and professional B2B partners.
3. Operational Administration & Quality Control
• Execute project-related administration with high attention to detail, including insurance claims processing and complaint management.
• Identify and escalate service delivery gaps promptly to maintain high-quality standards across customer touch points.
• Approach ad-hoc administrative and operational tasks with flexibility and a positive, "can-do" mindset.
Qualifications & Key Requirements
• Customer Focus & Resilience: Proven background in customer service or claims handling, with a calm, empathetic manner when helping clients through stressful situations.
• Target & KPI Drive: Motivated by clear targets in a fast-paced, high-volume environment, taking personal pride in meeting SLAs without compromising care.
• Communication Skills: Excellent verbal and written communication skills with a confident, persuasive phone manner and strong active listening.
• Technical & System Aptitude: Tech-savvy with a fast-learning curve for new systems; prior experience with Salesforce or insurance claims software is a major advantage.
• Organisation & Detail Focus: Highly organised with high attention to detail in logging tasks, setting deadlines, and tracking follow-ups in CRM platforms.
• Self-Motivation & Collaboration: Resourceful self-starter who works well in a hybrid environment while staying fully engaged with team goals.
Salary and Benefits
• A competitive basic salary and a generous commission structure.
• Healthcare cash plan.
• Company pension.
• Salary sacrifice car scheme.
• Monthly discount towards your gym membership.
• 25 days annual leave plus bank holidays.
• World-class technical and sales training to make you an expert in our solutions.
Uniform supplied.
• Opportunities for career progression and promotion.