Senior Customer Service Advisor

Job description

Birmingham

Hybrid working - 3 days in the office

c£28,000

We’re looking for an experienced and commercially minded Senior Customer Service & Retention Advisor who thrives on turning customer challenges into long-term loyalty.

This is more than a senior support role. You’ll be a hands-on senior member of the team driving retention strategy, coaching colleagues, improving processes, and ensuring every customer interaction delivers value.

You will remain operationally active, speaking to customers daily to stay close to the real experience, while also influencing team performance, retention initiatives, and service improvements across the business.

If you are target-driven, analytically minded, and passionate about delivering exceptional service that protects revenue and builds advocacy, this role is for you.

Key Responsibilities:

Customer Experience & Retention

• Handle complex customer queries across phone, email, and chat, leading by example in service excellence
• Own individual retention targets and actively contribute to overall team retention performance
• Identify at-risk customers and apply effective save strategies to maximise lifetime value
• Continually review and improve retention scripts, toolkits, offers, and customer journeys
• Analyse cancellation trends and customer behaviour to recommend proactive retention initiatives

Team Leadership & Coaching

• Act as the first point of contact for day-to-day team support and operational queries
• Provide coaching, call listening feedback, and practical retention training to team members
• Support onboarding of new starters, delivering systems training and acting as a buddy throughout probation
• Assist with refresher training to ensure consistency in process, tone, and service delivery
• Step in to support leadership responsibilities in the absence of the Customer Service Lead

Operational Excellence

• Maintain and improve process documentation, macros, knowledge guides, and training materials
• Support rota planning and allocation of non-customer-facing responsibilities
• Manage discount code setup, tracking, and governance
• Review and quality-check AI-supported tickets to support continuous development
• Assist with complaint handling to reduce escalation volumes and ensure positive outcomes

Insight & Continuous Improvement

• Gather and interpret customer feedback, complaints, compliments, and review data
• Monitor competitor and product feedback to identify trends and opportunities
• Deliver clear, actionable insights to the Customer Service Lead and wider business
• Champion “Voice of the Customer” initiatives across cross-functional projects
• Proactively suggest improvements to systems, processes, and retention strategy

Culture & Engagement

• Lead by example in professionalism, collaboration, and accountability
• Support team recognition initiatives and engagement activities
• Foster a positive, high-performance team culture focused on results and development

What They're Looking For

Experience

• Proven experience in a senior or supervisory customer service role
• Strong background in retention with measurable success in achieving targets
• Experience working in a fast-paced, KPI-driven environment
• Confidence handling escalated complaints and complex customer situations
• Solid experience using Microsoft Office and/or Google Suite

Skills & Attributes

• Commercially aware with a strong focus on revenue protection and customer lifetime value
• Data-driven mindset with the ability to translate insights into action
• Excellent verbal and written communication skills
• Confident telephone manner with strong negotiation skills
• Highly organised with strong time management and prioritisation abilities
• Resilient, proactive, and solutions-focused
• Passionate about coaching and developing others
• Detail-oriented with strong administrative accuracy

Extra information

Status

Open

Education Level

Secondary School

Location

Birmingham

Type of Contract

Full-time jobs

Published at

10-03-2026

Profession type

Retail

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English