Consumer Care Advisor

Are you passionate about delivering exceptional customer service and making a positive impact to customers?

Reed is proud to be working on behalf of a well-established client in Yatton, North Somerset, to recruit a Consumer Care Advisor to join their friendly and supportive team.

Hybrid working: 2 days in the office (Yatton), 3 days from home

Working hours: Monday to Friday, either 8:30am–4:30pm or 9:00am–5:00pm

About the Role:

The main purpose of this role is to efficiently and accurately provide customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. You’ll offer a professional, efficient, and timely service to customers across multiple platforms, acting as a key ambassador for the brand.

Key Responsibilities:

Be the first point of contact for advice and support regarding products and brands
Resolve queries and complaints via phone, email, post, live chat, website, review forums, and social media
Log all cases accurately in the CRM system
Demonstrate empathy and understanding in all customer interactions
Support reporting of adverse reactions in line with company procedures
Proactively contact consumers to prevent escalation
Encourage positive customer reviews
Produce accurate and insightful reports
Build strong relationships internally and externally to resolve cases
Administer and maintain consumer contact databases, including updates and reporting templates
Ensure compliance with GDPR and other relevant policies
Organise and archive data for audit readiness
Support departmental audits and issue refunds or compensation as needed

About You:

Experience in a customer service role, ideally within FMCG
Comfortable handling customer interactions across multiple channels: phone, email, post, live chat, web, review forums, and social media
Familiarity with CRM systems in a contact centre environment
Genuine interest in helping customers
Excellent verbal and written communication skills
Strong listening skills and emotional intelligence
High attention to detail
Fluent in English
Flexible, enthusiastic, and committed attitude

What’s on Offer:

25 days annual leave plus bank holidays
Staff discount on all products via staff sales
Free on-site parking
Auto-enrolment pension scheme