Senior Customer Care Advisor

Job Title: Senior Customer Care Advisor
Location: Hybrid / Norwich Office
Contract Type: Permanent
Annual Salary: 26,880

Are you passionate about delivering exceptional service? Do you thrive in a fast-paced environment where you can make a real impact? Adecco, representing our client, is excited to offer a fantastic opportunity to join a dynamic and customer-focused team as a Senior Customer Care Advisor.

In this role, you'll be instrumental in supporting both customers and the wider team, ensuring smooth operations and outstanding service delivery throughout the customer journey-from order placement to post-delivery support.

• Team Support & Leadership:

  • Deputise for the Team Leader, managing daily operations and delegating tasks to ensure service levels are maintained.
  • Monitor dashboards and proactively reallocate resources to meet customer demand across all workflows.
  • Assist with performance reporting and statistics to help drive continuous improvement.

• Customer Interaction:

  • Handle customer queries via phone, email, and live chat, including order updates, delivery arrangements, and payment inquiries.
  • Provide accurate and reassuring support, ensuring customers feel listened to and valued.
  • Resolve complaints and delivery issues swiftly and effectively, aiming for first-contact resolution.

• Operational Duties:

  • Conduct fraud prevention checks and manage finance agreements.
  • Communicate stock delays and discrepancies, and issue timely customer updates.
  • Rearrange missed or failed deliveries and liaise with logistics and warehouse teams to resolve issues.
  • Collaborate with other departments to ensure a seamless customer experience.

• Quality & Compliance:

  • Handle sensitive information and payment details in a GDPR-compliant manner.
  • Maintain high standards of customer satisfaction through quality interactions and adherence to QA guidelines.
  • Promote positive reviews by delivering speedy and effective responses.

• Mentorship & Development:

  • Act as a source of knowledge and guidance for the Customer Care team.
  • Support administrative tasks and contribute to a positive, solutions-focused team culture.

• Proven experience in a customer service or contact centre environment.
• Strong communication skills-both written and verbal.
• Ability to multitask across various contact channels.
• Calm under pressure with a proactive, problem-solving mindset.
• Previous supervisory or senior-level experience is desirable.
• Experience in furniture, homeware, or logistics is a plus.

You'll be part of a supportive and inclusive workplace that values your wellbeing and growth. Benefits include:

• 25 days of holiday + public holidays.
• Your birthday off to celebrate!
• Company pension scheme.
• Death in Service benefit.
• Medical & Dental Insurance and Private Healthcare.
• Generous product discounts-50% for you, 25% for family & friends.
• One paid volunteering day per year.
• Cycle to work scheme.
• Access to health & wellbeing support.
• Ongoing development and career progression opportunities.

This role follows a 3-week rotating rota, with shifts between 8:30 am and 7:00 pm, Monday to Saturday. You'll be required to work one Saturday every three weeks.

1. Monday - Friday, 8:30 am - 5 pm

2. Monday - Friday, 10:30 am - 7 pm

3. Monday - Saturday, 8:30 am - 5 pm with 1 day off during the week.

If you're excited about creating delightful customer experiences and want to be part of a dynamic and ambitious company, we'd love to hear from you!

Adecco is a disability-confident employer. We are committed to running an inclusive and accessible recruitment process. If you require reasonable adjustments at any stage, please let us know-we're here to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.