Contact Centre Advisor

Hybrid Customer Service Advisor - Warranty Team

Location: Northampton (office-based during probation, hybrid thereafter)
Salary: £24,700+ benefits
Contract: Full-time, permanent
Shifts: Rotational - 8 am-5pm and 9am-6pm (1 in 4 Saturdays, with a weekday off)

This is an opportunity to join a well-established, nationally recognised employer in their high-performing customer care team.

We're currently recruiting on behalf of a well-established and growing organisation for a Customer Warranty Specialist.

This is an exciting opportunity for someone passionate about delivering exceptional customer service and who thrives in a problem-solving role. You'll be responsible for managing and resolving a wide range of customer warranty cases relating to home improvement products.

Why Apply?

• Opportunity to join a respected employer with genuine progression prospects
• Supportive team culture and a focus on employee wellbeing
• Full training provided with ongoing development opportunities
• Hybrid working is available after probation

The Role

As a, you will manage a wide range of complex customer queries, including complaints, escalations, and emotionally sensitive issues. You'll act as the voice of the brand, delivering outstanding service while maintaining professionalism under pressure.

Key responsibilities include:

• Managing warranty claims via phone and email, ensuring timely and clear communication with customers.

• Investigating each case thoroughly using internal systems and stakeholder input to determine appropriate resolutions.

• Coordinating with key parties to develop and implement a plan of action that effectively resolves customer concerns.

• Applying knowledge of product warranties, workmanship guarantees, and relevant consumer legislation to fairly and consistently resolve cases.

• Handling difficult conversations with professionalism and empathy to achieve mutually beneficial outcomes.

• Organising remedial works where required and scheduling corrective action through internal systems.

Ideal Candidate

• Minimum of 1 year's experience in a customer service or warranty-related role.

• Strong attention to detail and excellent organisational skills.

• Proven ability to manage multiple tasks efficiently and work at pace.

• Confident communicator with great influencing skills and a customer-focused mindset.

• Proficiency with computer systems, including Google Docs or equivalent.

• A positive, respectful, and solution-oriented approach to work.

BBBH33593