Customer Service Advisor Job at MJ QUINN INTEGRATED SERVICES LTD (Knowsley, Liverpool)

Customer Service Advisor

MJ QUINN INTEGRATED SERVICES LTD

Location:
United Kingdom , Knowsley, Liverpool

Category:
Customer Service

Contract Type:
Not provided

Salary:

25000.00 GBP / Year

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Job Description:

The Customer Service Advisor is responsible for managing customer complaints and processing claims on behalf of our clients, ensuring all cases are handled efficiently and in line with Service Level Agreements (SLAs). The role is key to maintaining high customer satisfaction by delivering clear guidance, timely resolutions, and exceptional service. The postholder will collaborate with field teams and key stakeholders to ensure a smooth resolution process and continuous service improvements.

Job Responsibility:

Manage customer complaints via phone and email, ensuring timely and satisfactory resolution
Investigate complaints thoroughly, gathering all necessary information from customers, field teams, and internal departments to reach a fair outcome
Work within company policies and regulatory guidelines to resolve complaints in line with industry standards and client expectations
Provide clear and professional communication, keeping customers updated on their complaint progress and setting realistic expectations
Identify root causes of recurring complaints and escalate issues where necessary to improve overall service
Log and track complaints accurately in CRM systems to ensure transparency and compliance
Collaborate with field teams and stakeholders to ensure effective resolution and continuous service improvement

Requirements:

Proven experience in complaint handling within a customer service environment, preferably in telecommunications or a related industry
Experience managing customer complaints via phone and email, ensuring timely and effective resolution
Strong background in working with Service Level Agreements (SLAs) and meeting performance targets
Experience in claims processing and dispute resolution is desirable but not essential
Previous experience collaborating with field teams, internal departments, and stakeholders to resolve customer issues
Experience using CRM systems and customer service software to log and track cases accurately
A track record of delivering exceptional customer service and maintaining professionalism in high-pressure situations
Experience identifying root causes of complaints and suggesting improvements to enhance service delivery
Strong complaint-handling experience with the ability to de-escalate difficult situations
Excellent communication and active listening skills, with the ability to handle challenging conversations professionally
Experience in customer service, complaints resolution, or dispute management in a fast-paced environment
Strong problem-solving and analytical skills to investigate and resolve customer issues effectively
Ability to collaborate with field teams, managers, and stakeholders to drive service improvements
High attention to detail with strong record-keeping and data entry skills
Proficiency in using customer service software and CRM systems
Ability to work under pressure and meet SLA deadlines while maintaining excellent customer service standards
GCSEs (or equivalent) in English and Mathematics – essential for strong communication and numerical skills

Nice to have:

NVQ Level 2 or 3 in Customer Service (or equivalent) – desirable but not essential
Certification in Complaint Handling or Conflict Resolution – an advantage
Experience or training in telecommunications industry standards and regulations – desirable
Proficiency in CRM systems and customer service software – relevant training or certification is beneficial

What we offer:

Standard Benefits Package
Holiday Entitlements 33 days including Bank Holidays

Additional Information:

Job Posted:
January 14, 2026

Expiration:
January 31, 2026

Employment Type:

Fulltime

Work Type:

On-site work

MJ QUINN INTEGRATED SERVICES LTD - All Job Offers

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