Customer Support Advisor – 15 month contract

About the role

We are seeking a Customer Support Advisor to join a market‑leading client on a 15‑month fixed‑term contract. The role blends front‑line customer service with the coordination of field engineer schedules, ensuring a seamless experience for both customers and the operations team.

Key responsibilities

• Answer inbound customer calls and emails, providing professional and friendly first‑line support.
• Own customer queries and technical issues, aiming to resolve them quickly and minimise engineer call‑outs.
• Build strong customer relationships by understanding needs and delivering clear solutions.
• Investigate and resolve complaints, identify root causes and suggest improvements.
• Make proactive outbound calls to gather feedback and strengthen relationships.
• Assist field‑based account managers with timely administrative support.
• Manage and coordinate engineer schedules, appointments and workloads to optimise service delivery.
• Maintain engineer diaries, allocate appointments logically and minimise travel time.
• Prioritise urgent call‑outs alongside planned maintenance, balancing team workload.
• Liaise with engineers, suppliers and internal departments to ensure smooth communication.
• Monitor job progress and communicate updates or changes to customers and engineers.
• Maintain accurate records across scheduling and service systems.

Required profile

• Previous experience in customer service, scheduling, coordination or technical support.
• Strong organisational and time‑management abilities with the capacity to prioritise tasks.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a busy team.
• Attention to detail and a proactive problem‑solving attitude.

Required skills

What we offer

• Salary £26,000 – £27,000 per annum.
• Company pension scheme.
• On‑site parking.
• Referral programme.