1069 Customer Service Advisor jobs in Norwich

Our client, a leading technology solutions provider, is seeking a motivated and technically adept Customer Service Advisor to join their support team in Norwich, Norfolk, UK . This role is focused on providing exceptional technical assistance and resolving customer queries efficiently and effectively. You will be the first point of contact for customers experiencing issues with our client's products or services, requiring a blend of excellent communication skills and a solid understanding of technical concepts. Responsibilities include handling inbound customer calls, emails, and chat inquiries, diagnosing technical problems, guiding customers through troubleshooting steps, escalating complex issues to higher-level support when necessary, and accurately documenting all interactions in the CRM system. The ideal candidate will have prior experience in a customer service or technical support role. A strong aptitude for technology and the ability to quickly learn new software and hardware are essential. Excellent problem-solving skills and a patient, customer-centric approach are paramount. You should possess clear and concise communication skills, both written and verbal, with the ability to explain technical information in an understandable way. Familiarity with ticketing systems and CRM software would be advantageous. This is a challenging yet rewarding role for individuals passionate about helping customers and possessing a keen interest in technology. We offer comprehensive training and ongoing support to ensure your success.
Key Responsibilities:

• Provide first-line technical support to customers.
• Troubleshoot and resolve customer issues via phone, email, and chat.
• Guide customers through product usage and setup.
• Document customer interactions and resolutions accurately.
• Escalate unresolved issues to appropriate teams.
• Maintain customer satisfaction through effective communication.
• Adhere to service level agreements (SLAs).
• Identify recurring issues and provide feedback for product improvement.

Our client is seeking a dedicated and empathetic Customer Support Specialist to join their growing team in Norwich, Norfolk, UK . This role is crucial in ensuring our customers receive outstanding service and support. You will be the first point of contact for customer inquiries, handling a wide range of issues via phone, email, and live chat. Your primary responsibility will be to provide timely, accurate, and friendly assistance, resolving customer problems efficiently and effectively. This includes troubleshooting technical issues, guiding users through product features, processing requests, and escalating complex problems to the appropriate departments when necessary. You will maintain detailed records of customer interactions and transactions, ensuring all data is accurately logged. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and professional demeanor. A strong aptitude for problem-solving and a genuine desire to help others are essential. Previous experience in a customer service or helpdesk role is highly desirable, along with familiarity with CRM software and ticketing systems. You should be comfortable working in a fast-paced environment and be able to manage multiple tasks simultaneously. This hybrid role offers a blend of in-office collaboration and remote flexibility, allowing for a healthy work-life balance. We are committed to providing a supportive work environment where employees can thrive and develop their skills. Opportunities for career advancement within the company are available for high-performing individuals. Join a company that values its customers and invests in its people, contributing to a positive and supportive team culture.

Customer Support Officer | Norwich, Hybrid | Full-time

Would you like to work within a socially conscious organisation that is making a real impact in the education sector?

The company 

GovernorHub is a cloud-based SaaS product helping to make the world of school governance easier and more effective. It’s used by over 100,000 school governors in over 15,000 schools across the country.

GovernorHub is part of The Key Group   whose other products includeThe Key -  the leading provider of support for schools and academy trusts and Arbor - the country’s fastest growing school MIS.

Requirements

The role

We are looking for a Customer Support  Officer to play a critical role providing support to end users and suppliers of GovernorHub. You will report to the Support Manager and be involved in a varied range of customer interactions and support functions to deliver excellent customer support to our members:

• Process inbound enquiries from customers via email and live chat. The enquiries will include but aren’t limited to: questions about our services, eligibility for membership, membership queries, basic technical queries, financial questions and assistance in finding content and training 
• Serving enquiring customers the information they need to get excited about joining us
• Getting people started and familiar with way things work (onboarding, demos and admin)
• Receive Customer  feedback, action it appropriately and champion across the business 

 The ideal candidate will:

• Have an ability to communicate in a clear, friendly and patient way in both writing and when talking
• Have good attention to detail and a love of making customers feel valued
• Be a self starter and able to manage time and task lists
• Thrive by being part of a team
• Have an understanding of schools and the education sector and a passion for making a difference to the lives of our members
• Competency and confidence in using multiple systems at once 

 It would be nice if you:

• Have experience working in a customer support role previously 
• Have an understanding of school governance

If you don’t meet all of the above but have a genuine interest in joining our team please get in touch – we’d be very happy to chat.

Benefits

Why work for us

We place huge importance on caring for and developing our people. If you join us you can expect a good work-life balance and the training and support you need to succeed in your role and continue to progress. We are a socially conscious company, but one that also likes to have fun. We offer a generous holiday allowance, flexible hours, buying and selling holiday, enhanced maternity pay and much more.

This is a full time role with Hybrid working.  The  proposed approach being 2 days based in our Norwich office and occasional travel to our London office.

**Please note that this is a fixed-term position for a period of 1 year**
**GENERAL SUMMARY:**
The jobholder will provide effective data entry skills and be able to deal with customers via good phone and written communication including email. Will deal with day to day enquiries to guarantee timely and cost-effective delivery of goods from supplier to customer. This will be by controlling the total order flow process, resolving problems, adjusting processes, developing procedures and managing the exceptions.
**PRIMARY FUNCTION/MAJOR RESPONSIBILITIES**
+ Pay attention to detail on customer orders and takes appropriate actions by researching and resolving problems or complaints regarding inaccurate and/or improper deliveries, damages and claims.
+ Supply all required information and documents in regard to delivery, customs regulation and formalities, transportation/shipping, invoicing to UK customers, and our internal customers.Provides feedback to customers to facilitate the progress of customer orders through the fluke system.
+ Provide customers with first line technical support and literature requested
+ Inform customers about prices, delivery times and ordered products and parts.
+ Gather and feed back sales data to Sales & Marketing.
+ Process quotes based on sales input.
+ Perform other duties as assigned.
**GENERAL**
+ Abide by all Company policies and procedures, e.g. accounting, purchasing, quality, personnel and training.
+ Abide by fire regulations, and ensure you are familiar with the procedure to follow in the event of smoke or fire.
+ Undertake all other reasonable tasks which will ensure the smooth and efficient running of the department.
+ Ensure a smart and professional company image is maintained in all dealings with customers, suppliers and any other outside contacts.
**JOB COMPLEXITY**
+ Operates under moderate supervision from established procedures and guidelines.
+ Performs work responsibilities of moderate complexity that are recurring in nature with some variation from the norm.
+ Work is spot checked against a standard.
+ Errors in judgment may require a moderate expenditure of resources to rectify.
+ Frequent internal and external contacts.
**EDUCATION AND/OR EXPERIENCE**
+ Intermediate-level or equivalent in experience.
+ Ideally a minimal 2 years previous experience in general office, accounting, shipping, and transportation or customer service preferred.
**Fortive Corporation Overview**
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
**About Fluke**
Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.A wholly owned subsidiary of Fortive Corporation ( Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at
**Bonus or Equity**
This position is also eligible for bonus as part of the total compensation package.
This position is also eligible for bonus as part of the total compensation package.
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at

Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their growing team. This is an excellent opportunity for an experienced support professional to take on more responsibility and contribute to delivering exceptional customer experiences. You will be the first point of contact for customers, providing timely and effective solutions to their inquiries and issues. This role requires excellent communication skills, a problem-solving attitude, and a passion for helping others. You will also be involved in training and mentoring junior support staff.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.
• Escalate complex issues to appropriate departments or senior team members when necessary.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Develop and maintain a deep understanding of our products and services to provide accurate information.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Assist in the creation and maintenance of knowledge base articles and customer support documentation.
• Train and mentor new customer support representatives, sharing best practices and product knowledge.
• Proactively identify opportunities to improve the customer support process and customer satisfaction.
• Handle customer complaints and work towards a satisfactory resolution, ensuring customer retention.
• Contribute to team meetings, sharing insights and collaborating on solutions.
• Represent the company’s brand and values in all customer interactions.

Qualifications:

• Proven experience as a Customer Support Specialist or in a similar customer-facing role, with at least 3 years of experience.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with troubleshooting common software and hardware issues.
• Ability to explain technical concepts clearly to non-technical users.
• A customer-centric approach with a genuine desire to help.
• Previous experience in a senior or lead support role is highly advantageous.
• Experience in training or mentoring junior staff is a plus.
• High school diploma or equivalent; further education or certifications in customer service or IT are beneficial.

This role is based in Norwich, Norfolk, UK .

Our client is seeking an experienced and empathetic Customer Support Team Lead to join their growing team in Norwich, Norfolk . This role is crucial in ensuring our customers receive exceptional support and their issues are resolved efficiently and effectively. You will lead a team of customer service representatives, provide guidance and training, monitor performance, and handle escalated customer inquiries. The ideal candidate will have a strong background in customer service, excellent communication skills, and a natural ability to motivate and manage a team. This position operates on a hybrid model, blending remote work with in-office collaboration.

Key Responsibilities:

• Lead, mentor, and coach a team of customer support representatives to deliver outstanding service.
• Monitor team performance, set objectives, and conduct regular performance reviews.
• Handle escalated customer complaints and complex inquiries, ensuring timely and satisfactory resolution.
• Develop and implement customer support processes and best practices.
• Train new team members on products, services, and support procedures.
• Maintain a high level of customer satisfaction through proactive engagement and issue resolution.
• Analyse customer feedback and support metrics to identify areas for improvement.
• Collaborate with other departments to resolve customer issues and improve product/service offerings.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Foster a positive and supportive team environment, promoting teamwork and professional development.

Qualifications:

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent understanding of customer support principles and best practices.
• Strong leadership, coaching, and motivational skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• A customer-centric mindset with a commitment to delivering high-quality service.
• Experience in a hybrid work environment is advantageous.
• Relevant certifications in customer service or leadership are a plus.

This is an excellent opportunity for a dedicated and motivated individual to lead a customer-focused team and contribute to the company's success.

Our client is looking for an enthusiastic and customer-focused Remote Customer Support Specialist to join their fully remote team. In this role, you will be the first point of contact for customers, providing exceptional support and resolving inquiries through various communication channels, including email, chat, and phone. Your primary goal will be to ensure a positive customer experience, building loyalty and satisfaction. You'll troubleshoot issues, answer questions about products and services, and guide customers through solutions.

Responsibilities include:

• Responding to customer inquiries promptly and professionally via email, live chat, and phone.
• Diagnosing and resolving technical and non-technical customer issues.
• Providing clear, concise, and accurate information about products and services.
• Guiding customers through troubleshooting steps and providing solutions.
• Escalating complex issues to appropriate internal teams when necessary.
• Documenting customer interactions and resolutions in the CRM system.
• Gathering customer feedback and identifying areas for service improvement.
• Collaborating with team members to share best practices and improve support processes.
• Maintaining up-to-date knowledge of products, services, and company policies.
• Contributing to a positive and supportive remote team environment.

The ideal candidate will possess excellent communication skills, both written and verbal, with a friendly and patient demeanor. Previous experience in a customer service or helpdesk role is essential. You should be comfortable working independently in a remote setting, with a reliable internet connection and a dedicated workspace. Proficiency in using customer support software and CRM systems is required. Strong problem-solving skills and the ability to multitask effectively are also crucial. This is a fully remote position, offering the flexibility to work from anywhere within the UK, allowing you to excel in your role without the need for physical office presence. We are committed to providing a supportive and engaging remote work environment for all our team members.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their thriving, fully remote team. This role is pivotal in ensuring exceptional customer service delivery, acting as a primary point of contact for inquiries and issues that require advanced troubleshooting and resolution. You will be responsible for handling complex customer escalations, providing comprehensive support across multiple channels (email, phone, live chat), and contributing to the continuous improvement of support processes. The ideal candidate will possess a deep understanding of customer service best practices, a proactive approach to problem-solving, and the ability to empathize with customer needs. As a senior member of the team, you will also be involved in training and mentoring junior support staff, developing knowledge base articles, and identifying trends in customer feedback to inform product development. This is a fully remote position, requiring a dedicated home office setup, reliable internet connection, and the ability to work independently while collaborating effectively with a distributed team. You will need to demonstrate excellent communication skills, both written and verbal, and a meticulous attention to detail. Experience with CRM systems and helpdesk software is essential. The ability to remain calm and professional under pressure is paramount. This is an excellent opportunity for a customer-centric individual looking to advance their career in a flexible, remote environment. We are looking for individuals who are passionate about customer satisfaction and driven to exceed expectations. You will play a crucial role in maintaining high customer satisfaction ratings and fostering long-term customer loyalty. Your contributions will directly impact the overall customer experience and the success of the company. Join us and be part of a supportive and growth-oriented remote culture.

Key Responsibilities:

• Provide advanced technical and customer support to clients via phone, email, and chat.
• Manage and resolve complex customer issues and escalations efficiently.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior customer support representatives.
• Analyze customer feedback and identify areas for service improvement.
• Collaborate with other departments to resolve customer-related issues.
• Contribute to the development and refinement of support policies and procedures.
• Ensure all customer interactions are handled professionally and according to company standards.

Required Qualifications:

• Proven experience in a customer support or helpdesk role, with at least 3 years in a senior capacity.
• Excellent problem-solving and analytical skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, Freshdesk) and CRM software.
• Exceptional verbal and written communication abilities.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent; relevant certifications are a plus.

Our client is looking for a dedicated and experienced Senior Customer Support Specialist to join their growing team in Norwich, Norfolk, UK . This hybrid role offers the flexibility of working both from home and in our modern office facilities. You will be the first point of contact for customers, providing exceptional support and resolving inquiries efficiently and effectively. As a Senior Specialist, you will handle complex customer issues, provide guidance to junior team members, and contribute to the development of support processes and knowledge bases. Your primary focus will be on ensuring customer satisfaction through timely and accurate responses across various channels, including phone, email, and live chat. You will troubleshoot technical problems, explain product features, and process customer requests with professionalism and empathy. This role demands excellent communication skills, a patient demeanor, and a strong understanding of customer service best practices. You will also be involved in identifying trends in customer feedback and reporting them to relevant departments to drive product and service improvements. The ideal candidate will have a proven track record in a customer-facing role, ideally with some supervisory or mentoring experience. A deep understanding of our client's products and services, coupled with the ability to learn new systems quickly, is essential. You will work collaboratively with internal teams to ensure a seamless customer experience. This is a fantastic opportunity to advance your career in customer support within a supportive and innovative environment. You will play a crucial role in maintaining and enhancing our client's reputation for outstanding customer care.

Key Responsibilities:

• Handle high-volume customer inquiries via phone, email, and chat.
• Resolve complex customer issues and escalations.
• Provide mentorship and guidance to junior support staff.
• Document customer interactions and resolutions accurately.
• Identify and report recurring customer issues and feedback.
• Contribute to the creation and maintenance of support documentation.
• Ensure customer satisfaction and retention.
• Collaborate with sales, product, and technical teams.
• Assist in training new customer support representatives.
• Maintain a high level of product knowledge.

Qualifications:

• Previous experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk systems.
• Ability to work independently and as part of a team.
• Customer-focused mindset with a passion for delivering excellent service.
• Experience with hybrid work models.
• High school diploma or equivalent; further education or certification is a plus.