Customer Service Advisor

Job Purpose

To understand, support and advise customers requiring wide ranging advice and guidance. To provide a telephone and multi-channel support service.


Duties and Responsibilities 

  • Provision of multi-channel information services.
  • Provide accurate, meaningful and consistent information and support to our customers.
  • Listen patiently, empathise with the caller’s situation and convey a genuine desire to help and support.
  • Maintain the Customer Records Management (CRM) system through data input and record keeping.
  • Work with colleagues to ensure the highest level of customer satisfaction.
  • Ensure continuous service improvement, initiating, and responding to change in a positive manner.
  • To undertake effective research on a range of topics to deadline.


Competence Requirement Level

  • You will need Experience in (or show necessary skills)
  • Relating to and interacting with individuals using online and telecommunications.
  • Supporting individuals of various abilities to access and use services.
  • Carrying out assessments to identify and prioritise needs.
  • Talking to individuals about issues affecting their lives.
  • Contribute to the prevention and management of abusive and aggressive behaviour.


In this role you will

  • Support individuals to problem solve
  • Ability to empathise and deal with emotional/difficult clients
  • Reflect on and develop your practice by accepting feedback implementing recommendations
  • Contribute to the development of the knowledge and practice of others


You must have

  • A willingness to learn and change
  • Excellent Microsoft office and time management skills
  • Ability to work on your own initiative and identify training needs
  • Ability to manage own workloads with excellent attention to detail
  • A commitment to continuous learning in the field of Coaching and Support.


The work of Connect Assist requires management of personal sensitive data you will need to work within confidentiality requirements and demonstrate discretion in the management of client statements.

You will need to capture data to a high degree of standardisation.

You will need to observe system requirements for good management and security of data integrity.

In order to minimise any risks to Company systems you will need to observe the directions for use and maintenance of all company assets.

Maintain compliance to all Business Management Systems, including but not limited to, ISO 9001 Quality Management System, ISO 14001 Environmental Management System and ISO 27001 Security management System



This job description describes the principle and main elements of the job as it currently exists. It is not a

permanent schedule and does not form part of the contract of employment. Any changes to this job description will be made in consultation with the relevant individual.

The hours are between Monday – Friday from 8am-8pm and 9-5pm on weekends so weekend work is absolutely required however, the contract stipulates 8-10pm.

Click here to download full job spec

If interested in this position please submit your CV to [email protected]

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Case Study

Racing Welfare Out of hours at crisis! Connect Assist provide consultancy, then service.


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