Senior Customer Service Advisor

Salary: Up to £36,500 per annum
Hours: 35, 37 or 40 hours per week available (between 8-5 Mon-Fri)
Location: Leeds City Centre
Working Pattern: Hybrid working available following successful completion of training (2-3 days working from home)

Join a Team That Makes a Difference

Are you an experienced customer service professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced financial services environment where empathy, professionalism and problem-solving are at the heart of everything you do?

We're looking for a Senior Customer Service Advisor to join our growing team in Leeds. This is an exciting opportunity for someone who enjoys taking ownership of customer interactions, supporting colleagues, and making a genuine difference to customers during important moments.

The Role

As a Senior Customer Service Advisor, you'll be responsible for providing outstanding support to customers while handling a variety of complex enquiries. You'll work both independently and collaboratively with your team to deliver excellent outcomes, ensuring every customer receives a professional, personalised service.

You'll be trusted to manage your own workload, make informed decisions, and contribute to a positive and supportive team culture.

Key Responsibilities

• Deliver exceptional customer service across multiple communication channels.
• Handle complex customer enquiries with professionalism, empathy and care.
• Take ownership of customer cases from start to resolution.
• Build strong relationships with customers, understanding their individual needs and circumstances.
• Work independently, managing priorities and making sound decisions within agreed guidelines.
• Collaborate with colleagues and wider business teams to achieve the best outcomes for customers.
• Support continuous improvement by identifying opportunities to enhance customer journeys and internal processes.
• Maintain accurate records while ensuring compliance with financial services regulations and company policies.
• Act as a positive role model, sharing knowledge and supporting less experienced colleagues where appropriate.

About You

We're looking for someone who combines excellent customer service skills with emotional intelligence and a genuine desire to help others.

You'll have:

• Previous experience in a senior customer service role, ideally within financial services or another regulated environment.
• Outstanding communication skills, both written and verbal.
• Exceptional empathy and the ability to build trust with customers from all backgrounds.
• High levels of emotional intelligence, allowing you to confidently manage sensitive or challenging conversations.
• Strong adaptability and resilience, with the ability to respond positively to changing priorities and customer needs.
• Excellent problem-solving and decision-making skills.
• The ability to work independently while also being an engaged and supportive team member.
• Strong organisational skills with excellent attention to detail.
• Confidence using multiple systems and maintaining accurate records.

What We Offer

• Competitive salary of up to £36,500 per annum.
• Choice of 35, 37 or 40-hour working week.
• Hybrid working after training, with 2-3 days working from home.
• Modern offices in Leeds City Centre.
• Comprehensive training and ongoing professional development.
• Career progression opportunities within a growing financial services business.
• Supportive and collaborative team environment.
• A culture that values wellbeing, inclusion and continuous learning.

If you're passionate about delivering exceptional customer experiences and want to build your career within financial services, we'd love to hear from you. Apply today and become part of a team that's committed to making a real difference for every customer, every day.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.