Job Description:

Are you passionate about delivering excellent customer service and helping customers find solutions?

We are looking for two Customer Service Advisors to join our busy Multi-Client Team in Boldon.

In this varied and rewarding role, you'll support customers across multiple client accounts, handling enquiries through telephone, email, live chat, and other communication channels.

No two days are the same, and you'll have the opportunity to develop your skills across a range of industries, systems, and customer requirements.

If you’re passionate about delivering excellent customer service and enjoy working in a fast-paced, supportive team environment, we’d love to hear from you.

What you’ll be doing

• Responding to customer enquiries via phone, email, live chat, and other channels.
• Managing customer queries from initial contact through to resolution.
• Providing accurate information and support across multiple client accounts.
• Processing orders, amendments, refunds, bookings, and customer requests.
• Maintaining accurate records within CRM and client systems.
• Resolving complaints and escalating more complex issues when required.
• Working to service level agreements, quality standards, and KPIs.
• Collaborating with colleagues, internal departments, and client representatives.
• Ensuring compliance with data protection and confidentiality requirements.

Additional Information

The Contact Centre operates between 08:00 and 20:00, Monday to Sunday.

You will work 40 hours per week on a rota basis within these operating hours

Typical shift patterns include:

• 08:00 - 16:30
• 09:00 - 17:30
• 09:30 - 18:00
• 11:30 - 20:00

Weekend work forms part of the rota, typically involving either a Saturday or Sunday every other week, with a day off during the week in lieu

• 23 days' annual leave
• Company Pension
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Life assurance scheme.
• Critical Illness cover
• Access to our prestige benefits and rewards portal.
• Career development opportunities.
• Access to a well-established Employee Assistance Programme provider.
• And other excellent benefits you'd expect from a market leader.

What we’re looking for

• Previous experience in customer service, contact centre, retail, hospitality, administration, or another customer-facing environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and organisational abilities.
• Confidence working with multiple systems and processes.
• Good attention to detail and accuracy.
• Ability to remain calm under pressure and handle challenging situations professionally.
• Adaptable, positive, and customer-focused approach.
• Ability to work both independently and as part of a team.