Senior Customer Service Advisor

Customer Service Advisor – We are recruiting for a full-time permanent role based in the outskirts of Loughborough.

Salary: Circa £28,000 per annum
Working hours: Monday to Friday, 8:30am to 5pm or 9am to 5:30pm
Office‑based role

• Company pension
• Employee discount
• Free parking

As a Customer Service Advisor, you will report to the Customer Service Manager and work closely with other support teams. You will manage returns and investigate any product issues that may arise while maintaining exceptional levels of service.

• Respond to incoming calls, emails and customer enquiries, providing clear product and service information.
• Investigate and resolve customer complaints, refunds, replacements and escalations.
• Process customer returns, transactions, carrier claims and warranty returns.
• Update customer records and interactions accurately using CRM and ERP systems.
• Review and manage customer service tickets, ensuring they are directed to the most appropriate internal colleague.
• Provide basic technical and fault‑finding support to distributors and end users.
• Diagnose machine issues where possible and help resolve problems by phone or email.
• Represent the company's warranty policy professionally and consistently.
• Progress and chase customer escalations through to satisfactory resolution.
• Maintain regular communication with internal departments to ensure a smooth customer experience.

• Previous experience in a customer service, customer support or aftersales role.
• Experience handling complaints, escalations and achieving positive customer outcomes.
• Excellent verbal and written communication skills.
• Strong problem‑solving and conflict‑resolution skills.
• Ability to manage multiple tasks and prioritise effectively.
• Good attention to detail and accuracy when working under pressure.
• Confident telephone manner and professional approach to customer service.
• Basic Microsoft Office skills.
• Understanding of warranty processes would be beneficial.
• Basic technical or engineering knowledge would be advantageous but is not essential.

If you are approachable, organised and confident dealing with customers across a range of situations, can remain calm under pressure, prioritise your workload effectively, and take ownership of customer queries from start to finish, please apply! For further information please contact Rebecca on #removed# S14.

We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.