Customer Service Advisor

About the Company
Vivactive is an award-winning business that stands among the fastest growing in the West Midlands. The company’s long-term aim is to become the biggest incontinence provider in Europe; here, you will have an opportunity to be part of it. Recognised as an award-winning company with outstanding people and an entrepreneurial environment, the ideal candidate will enjoy the buzz of being part of a market-leading business with exceptional people.
About the Role
As our Customer Service Advisor, you will provide knowledgeable and sensitive support to customers across phone, email and live chat. You will help customers choose suitable incontinence products, place and manage orders, resolve queries and complete associated administration. You will often support elderly or vulnerable customers and discuss personal topics, so empathy, discretion and confidence are essential.

Key Responsibilities

What you’ll be doing :
 
* Provide warm, professional customer service, primarily by telephone, supporting customers from product advice and delivery queries through to placing orders.
 
* Support elderly and vulnerable customers with patience, empathy and clear communication, adapting your approach to individual needs.
 
* Handle sensitive conversations about incontinence, bodily functions and anatomy confidently, respectfully and without judgement.
 
* Manage customer queries and casework across email and live chat, including back orders, returns, refunds and delivery-related issues.
 
* Accurately process orders, payments and customer information while working fully in line with PCI DSS, GDPR and internal procedures.

What we’re looking for:

* A naturally warm, friendly and empathetic approach to customer service.
 
* Confident speaking with customers on the telephone for much of the working day.
 
* Comfortable discussing sensitive and personal subjects in a professional, respectful manner.
 
* Strong verbal and written communication skills, with the ability to explain information clearly.
 
* Good IT literacy and confidence in learning and working across multiple systems.
 
* Strong attention to detail and the ability to accurately record customer information and process orders.
 
* A calm, patient approach when supporting elderly, vulnerable or distressed customers.
 
* Good organisation and the ability to balance calls with email, live chat and administrative casework.
 
* A positive, collaborative attitude and willingness to contribute to a warm and friendly team environment.
Knowledge, Skills & Experience
Essential
These are the minimum requirements needed to perform the role successfully.
Knowledge
- Understanding of what good customer service looks like, including empathy, active listening and clear communication.
= Awareness of the importance of confidentiality and handling personal information appropriately.
- Understanding of the need for accuracy when processing customer details, orders and payments.
Desirable
- These requirements would be advantageous but are not essential.
Knowledge
- Knowledge of GDPR and the principles of handling personal data securely.
- Knowledge of incontinence products or experience working in a health, care or medical-adjacent environment.
- Awareness of PCI DSS requirements when taking or processing card payments.
Skills
- Ability to communicate confidently with elderly or vulnerable customers.
- Ability to handle sensitive conversations with tact and discretion.
- Confidence switching between telephone, email, live chat and administrative tasks.
Experience
- Previous telephone-based customer service or contact centre experience.
- Experience processing orders, refunds, returns or delivery queries.
- Experience supporting vulnerable customers or working with sensitive personal…