Contact Centre Advisor

About the role

This permanent, full-time position is based in Hemel Hempstead and operates on a hybrid model (two days in the office and three days remote after an eight‑week training period). The Contact Centre Advisor will support existing customers, manage their contracts and ensure a high‑quality customer experience.

Key responsibilities

• Manage customer expectations and develop relationships with key stakeholders.
• Discuss contracts with customers and identify next steps.
• Coordinate customer interactions in line with processes and SLAs.
• Resolve issues efficiently and promote a customer‑centric brand experience.
• Escalate complex queries to the manager and act as a central point of contact for internal teams.
• Maintain accurate data in departmental databases and produce required management information.
• Continuously seek improvements to departmental KPIs and the overall customer experience.

Required profile

• Previous experience in a contact centre or customer‑facing environment.
• Demonstrated knowledge of company systems and customer service processes.
• Ability to plan, prioritise and manage multiple activities.
• Understanding of the commercial impact of decisions.
• Strong problem‑solving skills and experience handling complex issues.
• Proven ability to work collaboratively with internal and external teams.

Required skills

What we offer

• Salary £26,542 per year, increasing after probation and up to £28,336 after one year.
• Four‑times salary life insurance.
• Pension scheme with up to 8 % employer contribution.
• 33 days holiday including bank holidays and a birthday day off.
• 24/7 GP access and BUPA private healthcare for employee and immediate family.
• BUPA wellbeing cash plan and voluntary dental scheme.
• Cycle‑to‑work, rental deposit loan, and tea/coffee provision.