Contact Centre Service Advisor – Newcastle

About the role

We are seeking a Customer Service Advisor to join our Newcastle contact centre. The role focuses on handling complex enquiries and complaints, delivering high first‑time resolution, NPS, quality, productivity and Sales Through Service targets.

Key responsibilities

• Manage inbound and outbound customer contacts, responding to queries and proactively following up.
• Resolve complex and escalated issues with professionalism and full ownership.
• Achieve core KPIs such as First Time Resolution, NPS, quality, productivity and Sales Through Service.
• Identify sales‑through‑service opportunities and add value during conversations.
• Investigate queries thoroughly to determine the appropriate resolution and communicate outcomes clearly.

Required profile

• Proven experience meeting customer service and sales KPIs.
• Confidence handling sensitive or complex interactions while staying solution‑focused.
• Passion for resolving customer concerns and delivering the right outcome.
• Strong commercial awareness and ability to spot sales opportunities without compromising service.

Required skills

• Excellent communication and judgement when dealing with challenging situations.
• Ability to work autonomously and take end‑to‑end ownership of cases.

What we offer

• Salary of £26,728 per annum.
• Hybrid working model – minimum 2 days on‑site after training, with remote days.
• 37.5 hours per week across shifts between 8:00 am and 9:00 pm, including evenings and weekends.
• Opportunities to develop expertise in Sales Through Service and customer experience.