Customer Service Advisor

About the role

Join a busy customer support team in Altrincham on an ongoing temporary basis. You will manage customer queries and complaints primarily via email and a ticketing system, taking ownership of each case through to resolution.

Key responsibilities

• Manage customer queries and complaints via email and a ticketing system.
• Take ownership of cases from the initial query through to resolution.
• Investigate issues and provide clear, professional responses to customers.
• Liaise with internal stakeholders, including IT, to resolve complex queries.
• Keep customers updated throughout the resolution process.
• Accurately record case details and updates on internal systems.
• Manage a busy workload while meeting agreed response times.
• Identify recurring issues and escalate where appropriate.

Required profile

• Previous experience in customer service, support or complaints handling.
• Strong written communication skills and confidence handling queries via email.
• Experience using a ticketing or case management system (beneficial).
• Confident liaising with different teams and stakeholders to resolve issues.
• Strong problem‑solving ability with ownership of queries.
• Organised and comfortable managing multiple cases simultaneously.
• Professional, customer‑focused approach.