Job Description

Customer Advisor

Department: Customer

Employment Type: Permanent - Full Time

Location: Worsley

Compensation: £26,500 - £28,000 / year

As a Customer Advisor, you will be the first point of contact for clients across multiple contracts, delivering high-quality customer service through inbound and outbound calls, as well as written correspondence including emails and text-based channels.

You will manage a varied workload, handling customer enquiries, resolving issues efficiently, and ensuring all interactions are recorded accurately in line with contractual and regulatory requirements. You will play a key role in maintaining customer satisfaction, meeting service level agreements (SLAs), and supporting operational performance across multiple client accounts.

You will be a confident communicator with strong organisational skills, able to adapt your approach depending on the contract, customer needs, and communication channel.

Key Responsibilities

• Handle inbound and outbound customer calls across multiple contracts, ensuring a professional and consistent service.
• Respond to customer correspondence via email, SMS, and other digital channels within agreed SLAs.
• Accurately log all customer interactions, updates, and outcomes in relevant systems.
• Resolve customer queries at first point of contact where possible, escalating complex issues appropriately.
• Manage and prioritise workload across different contracts, ensuring deadlines and service standards are met.
• Maintain up-to-date knowledge of contract-specific processes, procedures, and requirements.
• Liaise with internal teams and external stakeholders to ensure effective resolution of customer issues.
• Identify recurring issues or trends and escalate to management to support continuous improvement.
• Ensure compliance with company policies, data protection regulations, and client-specific requirements.
• Contribute to team performance targets, including quality, productivity, and customer satisfaction metrics.

Experience and Qualifications

Essential

• Strong communication skills, both verbal and written.
• Customer-focused mindset with a commitment to delivering excellent service.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• High attention to detail and accuracy in recording information.
• Confident using multiple systems and communication platforms.
• Resilient and adaptable, with the ability to handle challenging customer interactions.
• Team player with a proactive and positive approach.

Desirable

• Experience working in a multi-client or outsourced service environment.
• Knowledge of utilities, infrastructure, or regulated industries.
• Experience using CRM or workflow management systems.
• Understanding of service level agreements (SLAs) and performance metrics.
• GCSEs (or equivalent) including English and Maths.
• Customer service qualification (desirable).

Additional Information

• This role supports compliance activities within a safety-critical environment. Flexibility may be required as business needs evolve

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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