Customer Service Advisor - Telephone

About the Role

We’re looking for a Customer Service Executive to join our Shared Services Customer Service Team at [Employer hidden — sign up to reveal]. This is a pivotal, front‑line role, supporting our clients, third parties, and internal colleagues through high‑quality inbound call handling and effective case management.

You’ll be the first point of contact for many of our clients during the conveyancing journey — answering calls, arranging appointments, and providing clear, accurate signposting. Where immediate resolution isn’t possible, you’ll confidently manage expectations and leave clear, concise call logs with the required next steps.

This is a fast‑paced, collaborative environment, ideal for someone who is hands‑on, adaptable, and passionate about delivering excellent service.

What You’ll Be Doing

• Acting as a subject matter expert when liaising with internal and external clients
• Handling inbound calls in line with agreed service level agreements (SLAs)
• Understanding the conveyancing process and clearly explaining updates to callers
• Empathising with caller needs and signposting them to the appropriate department
• Using our in‑house case management systems (full training provided)
• Communicating with clients and third parties professionally, always adhering to GDPR
• Leaving accurate, clear case notes and managing follow‑up actions
• Supporting the team to achieve KPIs and company targets

What We’re Looking For

Essential

• GCSEs / A‑levels (or equivalent)
• Strong written and verbal communication skills
• Ability to organise, prioritise and manage workload effectively
• Strong problem‑solving and research skills
• Accuracy and attention to detail
• Ability to deal confidently and respectfully with people from all backgrounds
• Good working knowledge of Microsoft Word, Excel and Windows
• Calm, professional approach under pressure
• Willingness to learn and know when to ask for support

Desirable

• Experience in a high‑volume inbound contact centre environment
• Experience working in a target‑driven role

Personal Attributes & Competencies

• Demonstrates [Employer hidden — sign up to reveal]’s core values
• Empathic communicator with tact and diplomacy
• Self‑motivated with a positive, can‑do attitude
• Comfortable adapting to change in a fast‑paced environment
• Team‑focused and supportive of others
• Results‑oriented with a commitment to personal and organisational targets

What You’ll Get in Return

• 25 days holiday + 8 public holidays
• Option to buy/sell additional holiday
• Pension scheme & life assurance
• Enhanced family‑friendly policies
• Employee Assistance Programme
• Retail discounts
• Free conveyancing services for your own move
• An inclusive, supportive environment where your growth matters.

Equality, Diversity & Inclusion

At [Employer hidden — sign up to reveal], we’re committed to creating an inclusive and supportive workplace where everyone feels valued.

We welcome applications from all backgrounds and communities and are committed to promoting equality of opportunity throughout our recruitment process.

Job reference: AC1561084EndCSAT

Apply via: Quick Apply