Customer Services Advisor

Customer Services Advisor

Permanent

Location : Wolverhampton

Salary : £26,000 - £33,500

Working hours : 8.30am – 5.30pm (40 hours per week – 1-hour unpaid lunch break)

Our client has recently won a large new contract, and off the back of this they are looking to expand their team to manage the new volumes of work expected to come in. As a Customer Support Advisor, you will act as the first point of contact for customer enquiries, managing a varied caseload and delivering clear, professional support. You will resolve issues independently and escalate more complex or technical matters through established procedures.

This position is well suited to someone who thrives in a structured environment, communicates confidently, and enjoys problem-solving.

The client is offering a fantastic salary for this role, and they have given me some clarification on roughly how that works. This role is initially starting as a Customer Services level role, but they have advised if they find really bright dynamic individuals, this role has the great potential to evolve into a form of account management, and they will provide full training to help with this transition. When considering the salary, they are possibly only going to consider the higher level of salary if they feel you have that Account Management experience. Otherwise, if you experience if more general Customer Services it is likely to be around £26k - £30k (and if you show you can comfortably grow into the Account Manager level this can be quickly reviewed).

Key Responsibilities

Customer Support & Issue Resolution

Serve as the first point of contact for customer enquiries via phone and email.

Acknowledge all customer queries and complaints within 3 working days.

Resolve issues within 5 working days wherever possible or escalate appropriately.

Manage enquiries relating to :

Orders, delivery status, quantities, and returns

Quality or damage concerns

Invoicing or account-related queries

Customer access to systems and ordering platforms

Provide basic guidance and training to customers unfamiliar with systems or processes.

Escalation & Complaint Handling

Assess and resolve issues accurately and efficiently.

Escalate complex, technical, or system-related matters through agreed channels.

Monitor escalated cases and keep customers updated on progress.

Handle complaints professionally, demonstrating empathy and attention to detail.

Systems, Data & Reporting

Log all customer interactions and actions accurately within internal systems.

Maintain clear, auditable records aligned with service KPIs.

Use Excel and other Microsoft tools to support reporting, tracking, and issue management.

Collaboration & Continuous Improvement

Work closely with internal teams and external partners to support issue resolution.

Share recurring issues and customer feedback to support ongoing service and process improvements.

Key Performance Indicators (KPIs)

Customer queries acknowledged within 3 working days

Customer issues resolved within 5 working days

Accuracy and completeness of system records

Professionalism and consistency of customer interactions

To be considered for this role we are looking for the following…

Proven experience in a customer service or customer support role (minimum 2 years preferred).

Confidence handling a wide range of customer queries.

Strong IT skills, including proficiency in Microsoft Office (Excel essential).

Excellent written and verbal communication skills.

Ability to manage multiple cases and prioritise effectively.

Strong judgement when resolving issues or escalating appropriately.

Experience working to KPIs or service-level agreements.

Familiarity with CRM or case management systems.

Experience supporting customers with system access, reporting, or technical queries.

Background in manufacturing, production, logistics, or regulated environments.

The application process :

Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce. We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.

We will carefully consider your details and advise you if we're able to progress with your application within 72 working hours. If you do not hear from us within this time your details won’t be retained. So, if you're not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.

About Us

Prince Personnel are an employment agency working on behalf of our client. Whether you’re seeking a new permanent position, temporary assignment or contract you’ll find us easy to deal with. Located in thriving Telford, we focus on jobs in Shropshire, Staffordshire and North Wales. Prince Personnel specialise in commercial, accounts and finance and technical recruitment. With the best jobs around we are an independent agency working hard for you.

Reference : DE26837