Customer Service Advisor

Huntress - Leeds • Temporary • Remote (Leeds, West Yorkshire, England, United Kingdom) • 4d ago

14th September start- On-going no end date

We have several ongoing temporary roles for our well-known client based in Morley LS27

If you are experienced in customer service - call centre, hospitality, retail, or any customer facing role then this role may be for you!

This is a Hybrid role after training with just 2 days a week in the office

Shift pattern is a 3 week rotation as follows:

Week one - Monday to Friday 08:00 - 16:30
Week two - Monday to Friday 09:30 - 18:00
Week Three - Monday to Saturday - 08:00 - 16:30 with one day off during the week.

Training is FULLY OFFICE BASED FOR 5 WEEKS - NO TIME OFF CAN BE TAKEN IN THIS PERIOD. The hours will be one week of 8:30 - 16:00, followed by a grad bay for 4 more weeks all of which will be in the office, initially grad bay will be 8:00-16:30 with a move to shifts on week three.

£12.71ph

As a Premium Customer Service Advisor, you will provide a primarily telephone-based, high-touch service to Premium customers. You will take ownership of inbound calls, resolving enquiries efficiently and professionally while delivering an exceptional customer experience on every interaction.

The role will focus on Premium customer enquiries, service experiences, delivery issues and parcel investigations, where speed, empathy and accuracy are essential.

You will also manage high-priority CEO and Executive-level escalations, ensuring these are handled with the highest level of care, professionalism and attention to detail.

Key responsibilities:

Deliver a professional, solutions-focused telephone service, handling the majority of Premium customer enquiries by phone, responding promptly, building rapport and resolving issues wherever possible during the first interaction.
Take full ownership of Premium customer cases from initial contact through to resolution, including tracking enquiries, service concerns, failed deliveries, returns, lost parcels and upgrade requests, providing clear and proactive updates throughout.
Conduct thorough investigations using all relevant systems and work closely with Couriers, Delivery Units, Depots, ParcelShops across the Premium network and Customer Service leaders to achieve accurate and timely resolutions.
Manage CEO and Executive-level escalations with exceptional professionalism, preparing clear and concise written findings and escalating high-risk or complex issues where appropriate.
Communicate confidently and clearly across both telephone and written channels, adapting your approach and tone to meet the expectations of Premium customers.
Maintain accurate and comprehensive CRM records, ensuring all actions, decisions and customer updates are fully documented, while making effective use of systems to identify, investigate and help prevent delivery issues.

Please call the office on (phone number removed) or email (url removed)

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

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