Customer Service Advisor

Sheffield | Customer Service Advisor | Full-time | 37.5 hours per week

You are likely the person who stays calm and patient when explaining things to someone who is confused or frustrated. Instead of giving rushed answers, you naturally take the time to listen, get to the bottom of what has gone wrong, and talk through a sensible resolution step by step.

If you are looking for a grounded customer-facing role in Sheffield where your steady telephone manner and practical problem-solving skills make a genuine difference to people's day, this full-time role is ideal. We are strengthening our local customer advisory team and need an attentive Customer Service Advisor to handle incoming calls, assist with account queries, and guide customers toward straightforward solutions.

Key Advisory Duties

Working directly alongside our support team leaders at our Sheffield site, your core responsibilities will include:

• Answering inbound phone calls from existing customers regarding order updates, account details, and service enquiries.
• Listening carefully to customer concerns, asking clarifying questions, and identifying the root cause of issues.
• Updating customer account logs, case histories, and resolution notes accurately within our database.
• Explaining service policies, billing summaries, and product details in clear, accessible language.
• Coordinating with internal warehouse and technical teams to resolve delayed orders or account discrepancies.
• Following established escalation pathways for complex cases while maintaining ownership of the customer update.
• Carrying out routine follow-up calls to ensure customer enquiries have been fully resolved to their satisfaction.
• Sharing recurring customer feedback patterns during monthly team quality catch-ups.

Candidate Attributes We Look For

We value clear communication, empathy, and consistent personal dependability over years of call centre experience. We look for:

• A clear, patient, and professional telephone manner with strong spoken English.
• Active listening skills and the ability to remain composed when dealing with difficult phone calls.
• Methodical habits when inputting notes into CRM databases and looking up account information.
• Strong personal reliability regarding shift punctuality, attendance, and adherence to rotas.
• Comfort managing a steady volume of phone enquiries throughout your shift.
• Previous experience in customer service, retail, hospitality, call centres, front desk admin, or university society support is a plus, but not essential as full training is provided.

Guidance & Practical Progression

We ensure you are thoroughly prepared before handling customer calls independently so you feel confident on every shift.

Your onboarding starts with structured classroom learning covering our systems, product guidelines, and call protocols. You will shadow experienced advisors to see how different customer scenarios are managed live before handling your first calls with an experienced mentor by your side. Through regular one-to-one coaching sessions, you will review call recordings and receive constructive feedback to refine your approach. As your confidence grows, you will take on specialist enquiry streams and build skills toward senior advisor and team leader roles.

Rewards & Benefits

• Competitive base salary
• Enhanced pay rates for weekend shifts
• Performance-based bonuses linked to customer satisfaction ratings and call quality benchmarks
• Full initial training in telephony systems, CRM software, and advisory frameworks
• Regular one-to-one coaching and continuous skill progression
• Practical experience within a close-knit Sheffield customer support team
• Team social events and group incentives
• Formal recognition for high customer feedback scores, shift reliability, and case accuracy
• Clear internal pathways to step into senior advisor and team leader responsibilities

To Apply

If you want to bring your communication skills and helpful approach to a supportive Sheffield team, please submit your CV along with your up-to-date contact details. We review applications regularly and will contact suitable applicants for an initial phone conversation.

Pay: £14.00-£16.00 per hour

Benefits:

• Free parking
• Gym membership
• On-site parking

Work authorisation:

• United Kingdom (required)

Work Location: In person