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Customer Service Advisor

2 months ago

Newcastle Upon Tyne, United Kingdom Russell Tobin Full time

Title: Customer service advisor

Client: DXC Technologies

Location: Newcastle NE27 0BY, Cobalt Business Park, Mercury House

Hours: 37.5 hours per week

Length: 6 months Contract Basis with the view to go perm.

Pay: £22-£23.5K per year

The client is a major UK High Street bank looking for colleagues to join the team of Customer Service Advisors


  • Answer contacts promptly and professionally
  • Log/Validate all contacts on the provided case/call logging system.
  • Resolve customer queries using the relevant tools and systems
  • Manage end to end all contacts logged, providing regular updates to customers on ticket status.
  • Invoke Escalation Procedures within defined time frames
  • To comply/complete desk specific or ad-hoc request/tasks/training.
  • Ensure Quality standards are adhered to regarding both Cases & Calls.
  • Continuous documentation validation.
  • Pro-actively seek support from escalation team via appropriate methods as required.
  • Escalate tickets to other resolution team for validation and further escalation.
  • Monitor ticket queues and handle tickets appropriately
  • Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
  • Proactively contribute to the achievement of service desk SLA’s.