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Customer Service Advisor – Business to Business (B2B)

• Location: Brackley, Northamptonshire
• Position: Permanent, Full-Time
• Hours: Monday to Friday, 08:30–17:00 (37.5 hours per week)
• Salary: Circa £26,000 (dependent on experience)

About the Customer Service Advisor Role:

Our client, a well-established organisation within a commercial product sector, is seeking a professional and customer-focused individual to join their team as a Customer Service Advisor.

This is an exciting opportunity for someone who thrives in a structured, fast-paced environment and enjoys delivering outstanding service and support to a wide business customer base.

Key Responsibilities for the Customer Service Advisor position:

• Be the first point of contact for all customer enquiries (via telephone and email)
• Accurately process sales orders and related transactions
• Provide professional and timely communication to both customers and colleagues
• Build and maintain strong relationships with clients
• Keep detailed and accurate customer account records
• Resolve queries effectively, escalating when required
• Collaborate with internal departments to deliver exceptional customer service
• Ensure compliance with company processes, standards, and data protection regulations
• Stay informed about products and internal procedures
• Support the wider Sales & Marketing team when needed

Candidate Profile

• Minimum 2 years’ experience in customer service, sales desk, or sales administration
• Educated to GCSE level (or equivalent)
• Confident communicator — both verbal and written
• Excellent attention to detail and accuracy in data handling
• Proficient with CRM systems and general IT literacy
• Proactive, solution-focused, and customer-driven approach
• Strong team player with a positive attitude

Additional:

Benefits: 23 days annual leave + bank holidays, birthday day off, stakeholder pension

• Supervise, coach, and motivate a team of customer service representatives to achieve performance targets.
• Handle complex customer inquiries and complaints, providing timely and effective resolutions.
• Monitor team performance metrics (e.g., response times, customer satisfaction scores) and identify areas for improvement.
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Ensure adherence to company policies, procedures, and service standards.
• Collaborate with other departments to resolve customer issues and improve overall service delivery.
• Manage team schedules, workload distribution, and resource allocation.
• Contribute to the development and refinement of customer service strategies and processes.
• Gather customer feedback and insights to identify opportunities for service enhancement.
• Foster a positive and supportive team environment.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership and coaching abilities.
• Familiarity with customer relationship management (CRM) software.
• Ability to remain calm and professional under pressure.
• A passion for delivering outstanding customer service.
• Understanding of key customer service metrics and reporting.
• Ability to work effectively in a team environment.
• A commitment to continuous learning and improvement.
• This hybrid role requires regular presence in our **Coventry, West Midlands, UK** office for team meetings and operational oversight, with flexibility for remote work.

• Leading, mentoring, and coaching a team of customer service representatives to achieve performance targets.
• Monitoring team performance, providing regular feedback, and conducting performance reviews.
• Handling escalated customer inquiries and resolving complex issues efficiently and effectively.
• Developing and implementing customer service strategies to enhance customer satisfaction and loyalty.
• Ensuring adherence to service level agreements (SLAs) and quality standards.
• Training new team members and providing ongoing training to existing staff.
• Identifying areas for process improvement and implementing solutions to enhance customer experience.
• Collaborating with other departments to address customer feedback and implement necessary changes.
• Managing team schedules, workload, and resource allocation.
• Maintaining accurate records of customer interactions and team performance.
• Reporting on key customer service metrics and insights to senior management.
• Acting as a point of escalation for customer complaints and resolving them with empathy and professionalism.
• Fostering a positive and supportive team environment that encourages professional growth.

• Lead, coach, and motivate a remote team of customer service representatives.
• Manage daily operations of the customer service function, ensuring high-quality service delivery.
• Set performance goals and monitor team productivity and quality metrics.
• Conduct regular performance reviews and provide constructive feedback.
• Handle and resolve escalated customer complaints and issues.
• Identify areas for service improvement and collaborate with other departments to implement changes.
• Ensure adherence to company policies and procedures in all customer interactions.
• Develop and deliver training programs for new and existing team members.
• Maintain up-to-date knowledge of company products, services, and support policies.
• Foster a positive and supportive team culture.

• Proven experience in a customer service supervisory or team lead role.
• Demonstrated ability to lead and motivate a team, preferably in a remote setting.
• Excellent understanding of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Strong problem-solving and conflict-resolution skills.
• Outstanding communication, interpersonal, and listening skills.
• Ability to manage performance metrics and drive continuous improvement.
• Empathetic and client-focused approach.
• Experience in the fintech or technology sector is a plus.
• Bachelor's degree in a relevant field or equivalent experience.

• Proven experience in a customer service role, with significant experience in a supervisory or lead capacity.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and helpdesk ticketing systems.
• Experience in training and coaching customer service staff.
• Ability to manage escalations and resolve complex customer issues.
• Customer-focused mindset with a commitment to service excellence.

• Lead, motivate, and manage a team of customer service representatives.
• Ensure the delivery of high-quality customer support and technical assistance.
• Handle and resolve escalated customer inquiries and complaints.
• Train and coach team members on products, services, and customer service best practices.
• Monitor team performance against KPIs and provide regular feedback.
• Identify trends in customer issues and provide feedback for service improvement.
• Manage daily operations of the customer service centre.
• Contribute to the development and implementation of customer service policies and procedures.
• Foster a positive and customer-focused team environment.
• Collaborate with other departments to ensure seamless customer experience.

• Proven experience in a customer service supervisory or team lead role.
• Minimum of 3 years of experience in a customer service or helpdesk environment.
• Strong understanding of customer service principles and techniques.
• Excellent leadership, coaching, and motivational skills.
• Proficiency in CRM systems and helpdesk software.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in IT support or technical customer service is highly desirable.

• Lead, coach, and motivate a team of remote customer service representatives to achieve individual and team performance goals.
• Monitor customer service performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Handle complex customer inquiries and complaints, providing timely and effective resolutions.
• Develop and implement training programs to enhance team skills and product knowledge.
• Ensure adherence to company policies, procedures, and service standards.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify opportunities for process improvements and implement best practices to enhance customer experience.
• Collaborate with other departments to resolve customer issues and improve product/service offerings.
• Manage team scheduling and workload allocation to ensure adequate coverage.
• Foster a positive and supportive team culture, promoting collaboration and continuous learning.
• Contribute to the development and implementation of customer service strategies.
• Maintain up-to-date knowledge of company products, services, and policies.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team leadership capacity.
• Demonstrable experience in managing and developing remote teams.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in customer service software and CRM systems (e.g., Zendesk, Salesforce).
• Ability to remain calm and professional under pressure.
• Strong organisational and time management skills.
• A customer-centric approach with a passion for delivering exceptional service.
• Ability to train and mentor staff effectively.
• Proficiency in using collaboration tools for remote work (e.g., Slack, Microsoft Teams).
• Familiarity with key customer service metrics and reporting.