Senior Customer Service Advisor

Job Description: Senior Customer Service Advisor

Company: Panel Hub UK

Location: Unit B3 Newton Business Park, Hyde, SK14 4UQ

Salary: £30,000 – £35,000 per annum

Job Type: Full-time, Permanent (In-person)

Hours: Monday to Friday, 9:00am – 5:00pm (with alternating Saturdays 10:00am-4:00pm)

About Us

At Panel Hub UK, we don’t just sell high quality products we deliver exceptional experiences. As a rapidly growing business, our customer service team is the heartbeat of our operations. We are on the lookout for a highly skilled, proactive, and empathetic Senior Customer Service Advisor to join our dynamic team, drive quality across our service delivery, and help us champion our excellent reputation.

If you are an experienced customer service professional who takes pride in handling complex cases, mentoring peers through best practice, and helping a business grow, we want to hear from you!

The Role

This is a fast paced and you will lead by example in delivering top tier support from initial order placement through to post delivery care.

Beyond managing high priority customer interactions across phone and digital channels, you will act as a key operational anchor helping streamline processes, supporting colleagues with subject matter expertise, and collaborating closely with our showroom team to guarantee an outstanding end-to-end customer journey.

Key Responsibilities

• Advanced Customer Support: Serve as an point of contact for complex enquiries, escalated issues, and detailed order queries, resolving them with authority, empathy, and speed.
• Quality & First Impressions: Conduct proactive outbound calls to new high-value or trade customers to confirm orders, set expectations, and build long-term trust.
• Omnichannel & Escalation Care: Confidently manage phone and email channels, handling sensitive customer complaints and authorising complex returns, replacements, or refunds in line with company policies.
• Showroom & Cross-Functional Collaboration: Partner with the Showroom team to handle high-level face-to-face enquiries, assist with premium walk-in clients, and ensure seamless synchronisation between online orders and physical showroom stock/admin.
• Process Enhancement & Mentorship: Act as a subject matter expert for the wider team by sharing best practices, maintaining precise documentation standards across CRM systems, and identifying ways to improve daily customer workflows.

What We Are Looking For

• The Experience: You have at least 3–5 years of proven customer service experience, ideally within a high-volume product, retail, or trade setting.
• The Expertise: Demonstrated experience handling escalated queries, complex problem-solving, and managing delicate customer interactions with poise.
• The Communication: Exceptional verbal and written communication skills with a polished, professional, and reassuring approach.
• The Attitude: Proactive, resilient, and dedicated to high standards. You naturally lead by example and thrive on turning challenging customer situations into positive experiences.
• The Skills: Advanced IT literacy (CRM systems, order management platforms, and spreadsheets) with outstanding attention to detail.
• Flexibility: You are happy to work alternating Saturdays to support our peak weekend showroom operations.

What’s in It for You?

• Pay: £30,000 – £35,000 per annum (depending on experience)
• Great Perks: Casual dress code and free, secure on-site parking
• Culture: A supportive, high energy, and collaborative team environment
• Growth: Opportunities to deepen your specialist skills and take on key project responsibilities within an expanding business

How to Apply

Ready to bring your expertise to Panel Hub UK and champion our customer journey? We’d love to meet you!

Please send your CV and a cover letter highlighting your relevant senior customer service experience to [email protected].

Benefits:

• Casual dress
• Free parking
• On-site parking

Experience:

• Senior Customer Service / Advanced Escalations: 3–5 years (Required)

Work Location: In person

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Casual dress
• Free parking
• On-site parking

Experience:

• Customer service: 5 years (required)
• Management: 2 years (preferred)

Work Location: In person