Customer Service Advisor

About the role

We are looking for an experienced Customer Service Advisor to join our client in Hemel Hempstead. The role is hybrid, with two days in the office and three days remote after an eight‑week training period. You will be the main point of contact for customers, helping them understand their contracts and guiding them through next steps.

Key responsibilities

• Manage customer expectations and build relationships with key stakeholders.
• Handle inbound enquiries, explain contracts and coordinate next steps.
• Ensure interactions follow agreed processes and service level agreements.
• Resolve issues efficiently and escalate complex cases to the manager.
• Maintain accurate data in departmental databases and produce 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.
• Strong organisational skills and ability to meet deadlines.
• Inquisitive mindset with a focus on investigating and solving problems.
• Understanding of the commercial impact of decisions.
• Ability to work collaboratively with internal and external teams.

Required skills

What we offer

• Salary £26,542 per year, increasing after probation and after one year.
• Four‑times salary life insurance and pension contribution up to 8%.
• 33 days holiday including bank holidays and a day off for your birthday.
• Private healthcare (BUPA) for you and immediate family, plus wellbeing cash plan.
• Additional perks such as dental plans, cycle‑to‑work scheme, rental deposit loan, and free tea, coffee and fruit.