Senior Telephone Support Specialist

4 days ago


Wymondham Norfolk, United Kingdom Service Service Full time

Service Service is recruiting for a Supervisory Customer Experience Advisor to work within a small but busy team of customer service advisors. The ideal candidate will have recent experience within telephone-based customer service and be looking to take a step up into a more supervisory role where they are still 'hands-on'.

You will be working as part of a young, dynamic, professional services organisation that provides a full range of support for a selection of international e-retailers, brands and manufacturers.

The successful candidate will:

  • Be the main point of contact for agents and assist with customer case resolutions.
  • Monitor daily operations, including online chat services, inboxes, and payment queues.
  • Review and share customer feedback.
  • Train and onboard new agents, creating training materials as needed.
  • Support the Customer Service Manager with scheduling, reporting, and agent performance management.
  • Manage daily and weekly meetings with stakeholders and internal teams.
  • Handle system access, chat operations, and agent scheduling support.
  • Ensure smooth communication and operations for UK/EU teams.

The working hours are Monday to Friday 9am-6pm (no weekends) and a salary of £28,000 - £36,000 per annum is offered. Our client offers a friendly and professional team-work environment and truly great opportunities for development. Once fully trained, there is also the option of working remotely or on a hybrid-basis.



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