Customer Service Advisor

An excellent opportunity has arisen for a proactive and organised Customer Service Advisor to join a fast-growing retail organisation with a strong national presence. This role sits within a busy Head Office function and offers the chance to support key operational processes in a collaborative and professional environment.The RoleYou will provide administrative and customer service support across Health & Safety-related cases, including Personal Injury (PI) and Property Damage (PD) claims. The position involves managing cases through an internal system, handling all communication via email, and working closely with both internal teams and external stakeholders to ensure efficient case resolution.Key ResponsibilitiesManage Health & Safety cases (including personal injury, property damage, and store/delivery complaints) via an internal case management systemRespond to all communications in a timely, professional, and accurate manner via emailHandle all customer interactions exclusively through email (no telephone contact required)Investigate claims by gathering relevant information from stores, customers, suppliers, and internal teamsMaintain accurate and detailed case records, ensuring all documentation is up to dateSupport decision-making by collating evidence and relevant informationLiaise with internal departments and external stakeholders to progress cases efficientlyEnsure all cases are handled in line with company procedures and compliance guidelinesIdentify and follow up on missing or incomplete informationPrioritise workload effectively to meet deadlines and service level agreementsEscalate complex or sensitive cases where appropriateProvide support across wider Health & Safety and Operations teams when requiredAbout YouStrong administrative and organisational skills with prior customer service experienceExcellent written communication skills, particularly in email-based environmentsAbility to manage multiple tasks and prioritise workload effectivelyHigh attention to detail and accuracyConfident using IT systems, including Microsoft Office and case management platformsAble to work independently as well as collaboratively within a teamStrong problem-solving skills and sound decision-making abilityProfessional, calm, and empathetic approach when handling sensitive situationsDesirable ExperienceBackground in claims handling, legal, insurance, or retail operations environmentsUnderstanding of Personal Injury or Property Damage processesExperience liaising with a range of internal and external stakeholdersWhats on OfferCompetitive salaryPension schemeLong service awardsEmployee discountCycle to work schemeIf you are interested or have the relevant experience and are currently looking for a new challenge then please submit an up to date CV by clicking the apply button.By applying for this position, you confirm that you consent to the processing of your personal data in accordance with the General Data Protection Regulation (GDPR) for the purposes of recruitment, employment and working finding service.TPBN1_UKTJ