Customer Service Advisor – Hybrid (Hemel Hempstead)

About the role

This permanent, full‑time position is based in Hemel Hempstead on a hybrid schedule (2 days in the office, 3 days remote after an 8‑week training period). As a Customer Service Advisor you will manage customer expectations, resolve queries and promote the brand through excellent service.

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.
• Ensure efficient issue resolution and maintain high customer experience standards.
• Escalate complex queries to the manager.
• Liaise with internal teams to meet departmental KPIs and SLAs.
• Maintain accurate data entry in departmental databases.
• Prepare and produce management information as required.
• Identify opportunities to improve KPIs and the overall customer experience.

Required profile

• Previous experience in a contact‑centre or customer‑facing environment.
• Ability to plan, prioritise and meet deadlines.
• Strong problem‑solving skills and commercial awareness.
• 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.
• 4× 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 scheme and rental assistance.