Customer Service Advisor

Overview

Proactive Personnel Ltd are seeking a dedicated Customer Service Representative to join our clients team based in the Wolverhampton area.

As a Customer Support Advisor, you will be the first point of contact for customers, managing a varied caseload of enquiries and issues. You will provide clear, timely support, resolve less complex issues independently, and escalate more technical or specialist matters through defined processes.

This role suits someone who is comfortable working with systems, following structured procedures, meeting KPIs, and communicating confidently with customers in a professional manner.

• Act as the first point of contact for customer enquiries via phone and email
• Acknowledge all customer queries and complaints within 3 working days
• Resolve customer issues within 5 working days wherever possible or escalate using the relevant procedure
• Provide guidance and basic training support to customers who are unfamiliar with systems or processes
• Escalate more complex, technical, or system-related issues through agreed channels
• Track escalated cases and keep customers informed of progress
• Handle complaints professionally, with empathy and attention to detail

• Customer queries acknowledged within 3 working days
• Customer issues resolved within 5 working days
• Accuracy and completeness of system records
• Quality, professionalism, and consistency of customer interactions

• Orders, delivery status, quantities, and returns
• Quality or damage issues
• Invoicing or account-related queries
• Customer access to systems and ordering platforms

To be considered for this role, you must have experience in working to service-level agreements / KPI’s and be comfortable with case management systems. Experiencing supporting customers with system access, reporting or technical queries is essential.

This is a straight permanent role.

To earn the higher salary bracket, you must be able to demonstrate competency in all aspects of the job role.

Hours of work: 08:30 – 17:30 Monday – Friday. (40 hours paid per week).

INDWOL1

Job Type: Permanent

• Additional leave
• Free parking
• Life insurance
• On-site parking
• Private medical insurance