Customer Service Advisor

Customer Support and First-line Sales Advisor
Shrewsbury SY1
Monday-Friday 9:00 am-5 pm

An exciting new opportunity has become available for Customer support and first-line sales Advisor to join our client’s team in Shrewsbury.

You will be delivering first-class multi-channel support and sales to all customers and partners.

Duties include:

  • Respond professionally to a high volume of emails and phone inquiries, adhering to agreed phone and email etiquette guidelines, and achieving a high accuracy rate.
  • Liaise with customers via webchat regularly.
  • Reaching out across all channels while maintaining a professional manner to develop excellent client relationships and encourage sales.
  • Proactively scope and follow up potential sales leads from ‘Web downloads’ and ‘Brochure requests.
  • Proactively follow up requests for quotes with outbound calls and emails promptly.
  • Confidently and professionally present good consultancy skills and advice to potential or existing customers.
  • Maintain accurate & up to date customer records liaising with the Sales Team for any new customers to be assessed.
  • Process customer orders received across all channels (incl. taking payments over the phone) and confirm delivery dates and lead times with customers.
  •  Responsible for raising returns, invoices, and credit notes where necessary and in line with agreed credit limits.
  • Be available for training and communication meetings, as required. Offer feedback and insight as necessary to aid continuous improvement.
  • Proactively manage your own ‘open orders’, and customer queries using relevant systems to meet agreed targets, ensuring customer delivery/query resolution expectations are communicated to avoid ‘chasers’.
  • Confidently respond to customer complaints and expressions of dissatisfaction.
  • Customer feedback & continuous improvement – Highlight to Customer Support Manager any customer concerns, or areas where we can improve our processes, websites, &/or communications with customers.
  • Work to agreed KPIs in your role i.e., call answer rate, average handle time (AHT), do not disturb time (DND), work volume throughput, and email/phone etiquette standards.
  • Work following company values, ensuring the customer is at the heart of everything you do.


  • Must have good time management and timekeeping skills.
  • Must be flexible as additional unpaid hours may be expected within reason.
  • Must be a good team player and work well as part of a team.
  • Must have great communication skills.


  • At least 2 years of telephone sales experience
  • At least 2 years of customer service experience
  • Experience in making outbound communications and recognizing potential sales.
  • Experience creating and processing orders.
  • Proficient user of Microsoft Office Packages especially Word, Excel, and Outlook

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