Customer Service Advisor - Reed : Job Details

Are you passionate about delivering exceptional customer service and making a positive impact to customers?

Reed is proud to be working on behalf of a well-established client in Yatton, North Somerset, to recruit a Customer Service Advisor to join their friendly and supportive team.

Hybrid working: 2 days in the office (Yatton), 3 days from home

Working hours: Monday to Friday, either 8:30am–4:30pm or 9:00am–5:00pm

About the Role:

The main purpose of this role is to efficiently and accurately provide customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. You’ll offer a professional, efficient, and timely service to customers across multiple platforms, acting as a key ambassador for the brand.

Key Responsibilities:

• Be the first point of contact for advice and support regarding products and brands
• Resolve queries and complaints via phone, email, post, live chat, website, review forums, and social media
• Log all cases accurately in the CRM system
• Demonstrate empathy and understanding in all customer interactions
• Support reporting of adverse reactions in line with company procedures
• Proactively contact consumers to prevent escalation
• Encourage positive customer reviews
• Produce accurate and insightful reports
• Build strong relationships internally and externally to resolve cases
• Administer and maintain consumer contact databases, including updates and reporting templates
• Ensure compliance with GDPR and other relevant policies
• Organise and archive data for audit readiness
• Support departmental audits and issue refunds or compensation as needed

About You:

• Experience in a customer service role, ideally within FMCG
• Comfortable handling customer interactions across multiple channels: phone, email, post, live chat, web, review forums, and social media
• Familiarity with CRM systems in a contact centre environment
• Genuine interest in helping customers
• Excellent verbal and written communication skills
• Strong listening skills and emotional intelligence
• High attention to detail
• Fluent in English
• Flexible, enthusiastic, and committed attitude

What’s on Offer:

• 25 days annual leave plus bank holidays
• Staff discount on all products via staff sales
• Free on-site parking
• Auto-enrolment pension scheme