Contact Centre Service Advisor (Newcastle)

About the role

We are seeking a Contact Centre Service Advisor to join our Newcastle team. The role focuses on handling complex customer enquiries and complaints, ensuring first‑time resolution while identifying sales opportunities within conversations.

Key responsibilities

• Manage a mix of inbound and outbound customer contacts, responding to queries and proactively following up on issues.
• Handle escalated and sensitive customer concerns with professionalism and full ownership.
• Deliver against core KPIs such as First Time Resolution, NPS, quality, productivity and Sales Through Service.
• Identify and act on Sales Through Service opportunities to add value for customers.
• Investigate queries in depth, determine appropriate resolutions, and communicate clearly throughout the case lifecycle.

Required profile

• Proven experience meeting customer service and sales KPIs.
• Confidence in managing complex or sensitive interactions while remaining solution‑focused.
• Passion for resolving customer concerns and achieving the right outcome.
• Strong awareness of sales opportunities within service conversations.

Required skills

What we offer

• Competitive salary of £26,728 per annum.
• Hybrid working model after successful training – minimum two days onsite per week.
• Shift pattern of 37.5 hours per week with flexible start times between 8 am and 9 pm, including evenings and weekends.
• Opportunities for career progression within a growing contact centre environment.