Customer Service Advisor

Customer Service Advisor

Location: Lasswade, EH18 (fully office-based)
Hours: 36.25 hours per week | Monday–Friday - Includes every second Saturday 
Pay: £12.21 per hour
Contract: Starting April | Initial 6-month contract with potential for extension

Role Overview

Our client is seeking a Customer Service Advisor to deliver an excellent multi-channel customer experience. You’ll respond to customer enquiries in a professional and friendly manner, building long-lasting relationships while consistently meeting or exceeding individual performance targets.

This is a fast-paced, customer-focused role, ideal for someone who enjoys problem-solving and delivering high-quality service across multiple contact channels.

Key Responsibilities 

• Speaking with customers to understand their questions and needs
• Handling enquiries across phone, social media and written channels
• Logging customer calls and updates accurately on the CRM system
• Making sure customers get clear, helpful responses every time
• Using your initiative to spot ways things could work better
• Supporting teammates and wider teams when needed
• Keeping on top of service levels and personal targets

Measures of Success 

•  Timely and effective resolution of customer enquiries
• Strong performance against customer service metrics
• Comfortable handling a variety of contact channels
• Sharing customer feedback and themes to support service improvements
• Identifying proactive opportunities for continuous improvement