Customer Service Advisor

Help customers solve problems across telephone, email, Whats App, marketplaces and our customer‑service systems. You'll deal with orders, deliveries, returns, warranties, courier investigations, consumer‑rights enquiries, reviews and more complex cases that need a human being rather than an automated response. Previous customer‑service experience isn't essential. We're looking for someone articulate, empathetic, resilient and inquisitive with impeccable spoken and written English who can investigate a problem, explain complicated situations simply and take ownership until it's resolved.

There are also opportunities to earn additional commission through appropriate upgrades and cross‑sales. Our Customer Service team deals with customers throughout their journey with us. You'll answer questions, investigate problems, explain sometimes complicated situations in straightforward language and take ownership of customer cases through to resolution. As we continue to invest in AI and automation, many of the simple, repetitive customer‑service tasks can increasingly be handled automatically.

That makes the human side of customer service even more important. We're looking for people who can think, investigate, communicate and make sensible decisions when an enquiry needs a human being rather than an automated response.

£28,000–£31,000 + sales commission | Monday–Friday, 9:00am–5:30pm | Wolverhampton | Full-time, office‑based

• Answering customer enquiries by telephone and digital channels
• Calling customers when a conversation is the quickest or best way to resolve an issue
• Helping customers with orders, deliveries, returns and product enquiries
• Managing customer cases from initial contact through to resolution
• Investigating problems rather than simply passing them to somebody else
• Supporting warranty and aftersales enquiries
• Explaining warranty processes clearly
• Dealing with returns and replacement enquiries
• Investigating missing, delayed or damaged deliveries
• Working with couriers and delivery partners to resolve problems
• Gathering and presenting information relating to suspected fraud or unusual transactions
• Working with our warehouse, dispatch, technical and repair teams
• Keeping customers informed while an issue is being investigated
• Maintaining accurate customer records and case notes
• Using our internal ticketing and customer‑management systems
• Communicating with customers through online marketplaces where required
• Helping manage customer feedback and review‑related enquiries, including Trustpilot
• Identifying recurring problems and raising them internally
• Suggesting improvements to our customer journey and internal processes

We don't want customers being unnecessarily passed from person to person. If you're dealing with a case, we expect you to understand what has happened, investigate it properly and take ownership of progressing it. There will be guidelines and processes to follow, and some decisions will require management approval. We want people who can deal confidently with situations within their authority but also recognise when something unusual needs to be escalated.

When you do escape something, we expect you to have investigated it properly and be able to explain the situation coherently so that a decision can be made quickly.

An important part of the position will be dealing with aftersales enquiries and understanding how consumer rights apply to different situations. You don't need to arrive as an expert in consumer law. You will, however, need to learn the relevant policies, processes and consumer‑rights principles that apply to our customers. More importantly, you'll…