Customer Service Advisor

Customer Service Advisor
Certain Advantage is hiring for a Customer Service Advisor for a fantastic client based in Stoke on Trent. The role is on a permanent basis.  £25,170 (12-month fixed term contract) 

The Role:
As a Customer Service Advisor, you’ll deliver office-based after-sales support to customers. Working within a dynamic team, you’ll play a key role in enhancing the customer experience and supporting business performance through efficient process management and proactive service delivery.


Key Responsibilities:

• Deliver first-line after-sales support to trade and customers via phone and email.
• Accurately process orders for accessories and point-of-sale items.
• Maintain detailed records of all complaints, ensuring timely and effective resolution.
• Manage and update in-house systems
• Provide general administrative support
•  Assist with warehouse operations, including picking, packing, posting and dispatching goods to customers.
• Process inbound deliveries, check stock, and ensure all items are booked in and stored correctly.
• Handle customer returns and ensure accurate processing within SAP.
• Source and maintain general office supplies and stationery.

Hybrid role (2 days a week in office) 8.15am to 5.00pm Monday to Thursday and 8.30am to 4.00pm on a Friday

The individual
We’re looking for people who have:

• Proven experience in a customer service or complaints-handling environment.
• Skilled in coordinating effectively between consumers, suppliers and internal/external stakeholders.
• Capable of managing multiple tasks with accuracy, efficiency and professionalism.
• Experience using business systems such as SAP or similar platforms is advantageous.
• Excellent written and verbal communication skills.
• Strong IT proficiency, including word processing, spreadsheets, and CRM systems.
• Quick to identify and resolve issues, escalating appropriately when required.
• Able to remain calm, professional and empathetic in challenging situations.
• Highly organised with a strong focus on meeting deadlines and delivering results.
• Demonstrates ownership, attention to detail and a commitment to accuracy.
• Balances empathy with sound business judgement to achieve effective outcomes.

Working with Certain Advantage
We go the extra mile to find the best people for the job. If you’re hunting for a role where you can make an impact and grow your career, we’ll work with you to find it.
We work with businesses across the UK to find the best people in Business Support, Legal, Finance, Marketing, HR, IT and Engineering. If this job isn’t for you, head to certainadvantage.co.uk and register for job alerts and career guidance tips.