Are you a skilled Customer Service professional looking for a role that goes beyond the usual customer support duties? We’re seeking an experienced Customer Service Advisor to join a dynamic and growing team in Stockton-on-Tees on a full or part-time basis. This isn’t your standard call-handling role, you’ll be at the forefront of managing complex customer cases, carrying out detailed investigations, and liaising with suppliers to resolve issues efficiently.
Responsibilities:
Take ownership of complex customer cases from start to finish.
Investigate complaints thoroughly and resolve them in a structured way.
Liaise directly with suppliers to coordinate solutions, including replacement parts where needed.
Keep customers informed throughout their case lifecycle.
Maintain accurate records and documentation of all actions.
Collaborate with internal teams to resolve issues effectively.
Handle inbound queries from retail and trade customers.
Actively listen to customer concerns and work toward first-time resolution.
Manage queries through the internal system efficiently.
Support colleagues to maintain consistently high service standards.
Keep customers updated on progress with their queries.
What We’re Looking For
Essential Skills & Experience:
Proven experience in complex case handling and/or technical support.
Strong investigative and problem-solving abilities.
Excellent communication skills and a professional telephone manner.
Ability to manage workload in a fast-paced environment.
High attention to detail and strong IT competency.
Preferred:
Experience within the home improvement sector (windows, doors, glazing, or similar).
About You:
Adaptable, proactive, and confident in handling complex customer matters.
Comfortable supporting the wider team alongside managing your own cases.
Committed to delivering excellent customer service while maintaining accuracy and efficiency.
If you’re ready to take your Customer Service career to the next level and thrive in a role that challenges and rewards your skills, we want to hear from you!