Customer Service Advisor

Northampton Business Directory; Moulton; On-site; GBP 27,000; Full time

Job summary

A customer service firm in Moulton is seeking a Customer Services Advisor to join their Head Office. This role offers a salary of £26,350 per annum, with the potential for a discretionary bonus of £1,400. The ideal candidate will have at least 12 months of experience in a customer service environment and great communication skills. Responsibilities include managing calls, processing orders, and ensuring customer satisfaction. Working hours are 37.5 per week, Monday to Friday, with occasional weekend shifts.

Benefits

Discretionary bonus scheme

Pension scheme

Paid lunch break

Generous staff discount

29 days holiday

Free on-site parking

Personal use of equipment

Full training provided

Free tea & coffee

Friendly team environment

Qualifications

• Minimum of 12 months in an office-based customer service environment.
• Exceptional communication skills for face-to-face and phone interactions.
• Ability to handle multiple tasks under pressure while maintaining quality.

Responsibilities

• Deliver outstanding service to enhance customer experiences.
• Manage inbound/outbound calls and provide updates on orders.
• Process orders while performing fraud checks efficiently.
• Liaise with third-party service providers for order fulfilment.
• Respond promptly to customer enquiries via various channels.
• Investigate delivery issues and manage carrier claims.
• Meet delivery goals and address potential delays proactively.
• Collaborate with the warehouse team for order fulfilment.
• Manage orders using platforms like Amazon, eBay, and PayPal.
• Effectively resolve customer complaints.

Skills

Customer service communication

Multitasking in pressurised environments

Team collaboration

Attention to detail

Proficiency in Excel, Word, and Outlook

Use of Zendesk

Organisational skills

Solution-oriented attitude

Tools

Zendesk

Amazon

eBay

PayPal

Klarna

Job description

Overview

Join us as a Customer Services Advisor at our Head Office earning a salary of £26,350 per annum with a discretionary bonus scheme from day one where you could expect to earn an additional £1,400 per annum.

Benefits

• Bonus.
• Pension scheme.
• 37.5 hours per week – but get paid for 40! Enjoy a full paid 30‑minute lunch break each day.
• Generous staff discount (following probation).
• 29 days holiday per year (including bank holidays).
• Free on‑site car parking.
• Personal use of in‑store equipment after hours.
• Full on the job training.
• Free tea & coffee.
• Working within a small friendly team.

Key Responsibilities

• Provide Excellent Customer Service: Deliver outstanding service to both internal and external customers, always ensuring a positive experience.
• Handle Inbound and Outbound Calls: Manage inbound calls and proactively make outbound calls to customers, offering updates and support regarding their order status.
• Order Processing: Efficiently process customer orders working alongside our fraud checks.
• Coordinate with 3rd Party Companies: Liaise with third‑party service providers to ensure smooth order fulfilment and service delivery.
• Customer Support: Answer customer enquiries via phone, email, and live chat using Zendesk, offering support and information about their orders, products and services.
• Carrier Reports & Claims: React promptly to carrier reports, investigate delivery issues and process carrier claims for lost or damaged items.
• Achieving Delivery Goals: Work towards company deadlines to ensure timely next‑day deliveries, addressing any potential delays and finding resolutions where necessary.
• Warehouse Collaboration: Collaborate with the warehouse team to ensure smooth order fulfilment and resolve any shipping‑related concerns.
• Platform Management: Use various portals such as Amazon, eBay, PayPal and Klarna to manage orders, process payments and provide customer support through these platforms.
• Complaint Resolution: Address and resolve customer complaints effectively, ensuring a positive outcome for the customer while maintaining company standards.

Working 37.5 hours per week Monday to Friday (either 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00). Weekends on a shift basis (1 in 3). However, due to the needs of the business this may change to either a 1 in 2 basis or a 1 in 4 basis therefore, allowing time with your family and friends. (Weekend hours would be Saturday 09:00 – 17:00, Sunday 11:00 – 14:00).

Qualifications

• Have at least 12 months experience within a customer service office‑based environment.
• Great communication skills as you will be dealing with customer queries whether face‑to‑face and over the phone.
• The ability to work in a pressurised environment with experience of juggling multiple tasks simultaneously.
• The ability to be a team player.
• Excellent attention to detail.
• Computer literate skills including Excel, Word and Outlook.
• Strong communication skills, both written and verbal, with a professional and friendly manner.
• Experience with customer service platforms, particularly Zendesk, is a plus.
• Ability to process orders, handle fraud checks and resolve delivery issues efficiently.
• Familiarity with online selling platforms such as Amazon, eBay, PayPal and Klarna, an advantage but full training will be given.
• Excellent organisational skills with the ability to work under tight deadlines and manage workload.
• A proactive, flexible, solution‑oriented attitude and a passion for delivering exceptional customer service.