Customer Service Advisor

M J Quinn; Knowsley; On-site; GBP 25,000; Full time

Job summary

A UK-based infrastructure services provider is seeking a Customer Service Advisor to manage customer complaints and process claims efficiently. You will play a key role in upholding customer satisfaction by providing clear guidance and achieving timely resolutions. Successful candidates will have proven complaint-handling experience and strong communication skills. This role offers a starting salary of £25,000 per annum and standard benefits. Join us in our mission to deliver exceptional service and enhance client satisfaction.

Benefits

33 days holiday including Bank Holidays

Standard Benefits Package

Qualifications

• Proven experience in complaint handling within a customer service environment.
• Strong background in working with Service Level Agreements (SLAs).
• Experience identifying root causes of complaints and suggesting improvements.

Responsibilities

• Manage customer complaints via phone and email, ensuring timely resolution.
• Investigate complaints thoroughly, gathering necessary information.
• Collaborate with field teams to ensure effective resolution.

Skills

Complaint handling

Communication skills

Problem-solving

Analytical skills

Education

GCSEs in English and Mathematics

NVQ Level 2 or 3 in Customer Service

Tools

CRM systems

Customer service software

Job description

DEPARTMENT OVERVIEW

The Customer Service department is committed to delivering exceptional support to our customers by managing complaints and efficiently processing claims. Through proactive engagement and a customer‑centric approach, we strive to uphold the company’s reputation for excellence and reliability while enhancing customer satisfaction scores.

JOB OBJECTIVE

The Customer Service Advisor is responsible for managing customer complaints and processing claims on behalf of our clients, ensuring all cases are handled efficiently and in line with Service Level Agreements (SLAs). The role is key to maintaining high customer satisfaction by delivering clear guidance, timely resolutions, and exceptional service. The postholder will collaborate with field teams and key stakeholders to ensure a smooth resolution process and continuous service improvements.

TERMS AND CONDITIONS

• Department: Customer Service
• Reports to: Customer Service and Claims Manager
• Hours of Work: 08:30-17:00 Monday-Friday
• Rate of Pay: £25,000 p/a
• Work Location: Oak House, Knowsley
• Travel Requirements: Not Required.
• Holiday Entitlements: 33 days including Bank Holidays
• Benefits: Standard Benefits Package

KEY RESPONSIBILITIES

• Manage customer complaints via phone and email, ensuring timely and satisfactory resolution.
• Investigate complaints thoroughly, gathering all necessary information from customers, field teams, and internal departments to reach a fair outcome.
• Work within company policies and regulatory guidelines to resolve complaints in line with industry standards and client expectations.
• Provide clear and professional communication, keeping customers updated on their complaint progress and setting realistic expectations.
• Identify root causes of recurring complaints and Escalate issues where necessary to improve overall service.
• Log and track complaints accurately in CRM systems to ensure transparency and compliance.
• Collaborate with field teams and stakeholders to ensure effective resolution and continuous service improvement.

PERSON SPECIFICATION

• Proven experience in complaint handling within a customer service environment, preferably in telecommunications or-visible related industry.
• Experience managing customer complaints via phone and email, ensuring timely and effective resolution.
• Strong background in working with Service Level Agreements (SLAs) and meeting performance targets.
• Experience in claims processing and dispute resolution is desirable but not essential.
• Previous experience collaborating with field teams, internal departments, and stakeholders to resolve customer issues.
• Experience using CRM systems and customer service software to log and track cases accurately.
• A track record of delivering exceptional customer service and maintaining professionalism in high‑pressure situations.
• Experience identifying root causes of complaints and suggesting improvements to enhance service delivery.
• Strong complaint‑handling experience with the ability to de‑escalate difficult situations.
• Excellent communication and background skills, with the ability to handle challenging conversation professionally.
• Experience in customer service, complaints resolution, or dispute management in a fast‑paced environment.
• Strong problem‑solving and analytical skills to investigate and resolve customer issueseiro effectively.
• Ability to collaborate with field teams, managers, and stakeholders to drive service improvements.
• High attention to detail with strong record‑keeping and data entry skills.
• Russian proficiency in using customer service software and CRM systems.
• Ability to work under pressure and meet SLA deadlines while maintaining excellent customer service standards.
• GCSEs (or equivalent) in English and Mathematics – essential for strong communication and numerical skills.
• NVQ Level 2 or 3 in Customer Service (or equivalent) – desirable but not essential.
• Certification in Complaint Handling or Conflict Resolution – an advantage.
• Experience or training in telecommunications industry standards and regulations – desirable.
• Proficiency in CRM systems and customer service software – relevant training or certification is beneficial.

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & M kamid, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.

SUSTAINABILITY

MJ Quinn is committed to, and is investing in, a sustainable future ashean this is vital for the planet, our communities, customers, and business. Our sustainability goals are shaped in accordance with wider business objectives and the core foundations of sustainable development.

We have a strong history of engaging with our people and we view sustainability no differently. For MJ Quinn this means creating space for proactivemalı participation in the discussions that shape our sustainability aspirations, learning opportunities at all leMaterial, and harnessing employee passion.

ABOUT MJ QUINN

MJ Quinn is a UK‑based infrastructure services provider specialising in delivering comprehensive, end‑to‑end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.

Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer‑centric approach ensures efficient, reliable service delivery while maintaining our focus on building long‑term, sustainable solutions.

At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across многих UK.

OUR CORE VALUES

• People‑Focused: We prioritise the well‑being, growth, and success of our team and partners.
• Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.

This job description is not an exhaustive list of duties. You may be required to undertake additional tasks that are reasonable and relevant to your role, in line with the organisation’s business objectives. The job description will be reviewed and updated as the role evolves to reflect company activities and role requirements. Any changes will be made following consultation with you and in compliance with employment law and equality legislation.