Customer Service Advisor

Customer Service Advisor (Contract)

Duration: 12 Months (Possibility for extension)

Location: Manchester/Hybrid (4 days per week on site)

Rate: A highly competitive salary is available for suitable candidates

We are seeking a dedicated Customer Service Advisor to join our team. This is an exciting opportunity for individuals who thrive in fast-paced environments and are passionate about providing exceptional service.

• Serve as the primary point of contact for shareholder inquiries through phone, email, web chat, and written correspondence. While the role is predominantly phone-based, you'll also engage in independent case investigations.
• Deliver high-quality service consistently, managing client conversations with confidence while meeting challenging productivity and quality targets.
• Execute telephone trades accurately and efficiently, adhering strictly to client instructions, regulatory requirements, and established procedures.
• Address both straightforward and complex shareholder queries, providing clear and confident technical support while taking ownership of issues until resolved.
• Investigate discrepancies and errors on shareholder accounts and statements, applying sound judgment, attention to detail, and structured problem-solving techniques.
• Drive first-contact resolution wherever possible, escalating only when necessary and retaining ownership until full closure.
• Proactively manage daily open cases to ensure timely follow-up, accurate outcomes, and a strong client experience.
• Take full accountability for the quality, accuracy, and completion of all work, with performance measured against productivity, quality, and client outcomes.
• Operate effectively across multiple management companies, adapting quickly to different processes, products, and service expectations.
• Demonstrate a continuous improvement mindset by identifying opportunities to enhance service delivery, efficiency, and client experience.

• Proven experience in a client service or contact centre environment is essential.
• Comfortable operating in a performance-driven, regulated environment with clear standards and expectations.
• Ability to work independently, manage workload under pressure, and make informed decisions.
• Strong written and verbal communication skills across multiple channels.
• Educated to secondary school level with equivalent experience.

Candidates will need to show evidence of the above in their CV in order to be considered.