Senior Customer Care advisor

KT & Coe Recruit as excited to be recruiting for a very succesful client based in Norwich , Great offices with hybrid working

Are you passionate about Customer Care & delivering exceptional service every day.

Our client believe's our customers deserve the very best and that starts with you. As a Customer Care Senior Advisor, you’ll play a key role in ensuring every interaction is positive, professional, and aligned with our brand values. You’ll support our customer care team by handling complex queries, mentoring advisors, and helping to refine processes that keep our customers happy and loyal.

What You’ll Do

* Act as a senior point of contact for customer queries via phone, email, and live chat.

* Take ownership of complex or escalated issues and ensure swift, empathetic resolution.

* Support the Customer Care Manager with daily operations and team coordination.

* Provide coaching, guidance, and feedback to Customer Care Advisors to support their development.

* Monitor customer interactions to ensure consistent quality and adherence to company standards.

* Identify trends and opportunities to improve our customer experience and processes.

* Collaborate with other departments (such as Logistics, Sales, and Digital) to ensure seamless service.

About You

* You have proven experience in customer service, ideally in a senior or team support role.

* You’re an excellent communicator — clear, confident, and empathetic.

* You thrive in a fast-paced environment and can handle multiple priorities at once.

* You’re proactive, solution-focused, and take pride in delivering outstanding results.

* You enjoy mentoring others and sharing knowledge.

* You have strong IT skills and are comfortable using CRM systems and communication tools