Customer Service Advisor

Role Overview:

A Consumer Care Advisor is responsible for delivering outstanding customer support across multiple contact channels. This role involves being the first point of contact for consumers, handling queries and complaints related to a wide range of consumer products.

You will ensure that all interactions meet high standards of care and quality, while adhering to established procedures. The role also includes liaising with internal teams regarding order management and product-related issues.

Hours: 40 hours per week (typically Monday-Friday 9am-6pm, Saturday 9am-4pm; flexibility required for shifts between 8am-8pm, Monday-Sunday)

Key Responsibilities:

· Respond to consumer enquiries via phone, email, live chat, and social media.

· Handle complaints and feedback with empathy and professionalism.

· Maintain accurate records using CRM systems.

· Collaborate with internal departments to resolve customer issues.

· Meet performance targets including customer satisfaction, productivity, and data accuracy.

Skills & Experience:

· Excellent verbal and written communication skills.

· Ability to communicate empathetically with a diverse customer base.

· Previous experience in customer service, ideally within the food or FMCG sector.

· Strong problem-solving skills and adaptability.

· Proficiency in Google Suite and Microsoft Office; CRM experience (e.g. Zendesk) is a plus.

· Flexible approach to working hours, including evenings and weekends.

· Self-motivated and collaborative team player.

Training & Development:

Full induction and ongoing training provided. Opportunities for career progression and salary increases based on performance.

Benefits:

· Supportive and sociable team culture

· Pension scheme

· Eye care vouchers and discounts

· Discounted gym membership

· Charity involvement and fundraising events

· Incentives and prizes

· Referral bonus scheme

· Apprenticeship and career development programmes

· Recognition and reward schemes

· Cycle to work scheme

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.