Job details

Second Line Support Advisor

Job reference: 002470

Closing date: 28/06/2019

Salary: £17,529.42 + Shift Allowance and Excellent Benefits

Department: Contact Centre

Hours per week: 36.17

We have a number of opportunities for Second Line Support Advisors to join our award winning Customer Services team! As a Second Line Support Advisor the role will cover Direct Dispatch, Help Desk and Claims. You will be a direct link between our Customer Service Advisors and other internal departments such as Marketing, Merchandise and Logistics Operations. You will also build strong links with our network of external suppliers.

The role requires an individual who can provide an exceptional level of service with clear communication skills, and who enjoys seeing a customer’s problem through to a resolution.

The role will involve:

  • Answering calls, emails and memos from advisors and customers with product queries on stock and direct despatch items
  • Making outbound service calls to customers regarding delayed delivery dates, providing product information and advising customers of pricing solutions.
  • Making outbound calls to our suppliers and couriers.
  • Answering inbound and outbound claim investigations.
  • Communicating with other internal departments to resolve customer enquiries
  • Ensuring every customer experience is a positive one by delivering excellent customer service

Ideally, you’ll have previous experience of working over the phone but if you have some customer facing experience gained through retail or another customer service environment, can communicate clearly both verbally and in writing confidently, enjoy working to targets and have great attention to detail then we want to hear from you!

Our current shift options are:

2 x Shift 1: 12:00 pm – 8:00 pm Mon – Fri

1 x Shift 2: 10:00 am – 6:00 pm Sat, Mon, Wed, Thurs & Fri  

(You will receive extra £2.82 p/h shift allowance for Saturday and from 7:00 pm during the week days)


The closing date for this job has now passed.