Support applicants and Business Support Partners throughout their journey with SUL
Deliver a positive and consistent customer experience across a multi-channel contact centre
Respond to enquiries professionally and promptly via telephone, email, webchat and administrative tasks
Identify and resolve customer issues, including stage one complaints, by establishing root causes, working towards appropriate solutions and following up to ensure resolution
Share feedback with the Customer Experience leadership team to help improve the customer journey and support continuous improvement
Follow all internal and external risk, control and compliance requirements, including complaint handling guidance, and maintain a reliable quality record

Professional telephone manner and clear communication skills, both verbal and written
Ability to build rapport quickly, gather relevant information efficiently and understand customer needs
Customer focused, able to work independently as well as part of a team
Capable of managing your time effectively while prioritising tasks in line with business needs
Demonstrate attention to detail, sound judgement and a practical, solution-focused approach when resolving customer queries
Comfortable carrying out routine and repetitive customer interactions while maintaining focus, accuracy and quality
Support customer insight activity by promoting surveys and contributing to expected customer satisfaction outcomes

30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday
15% employer pension contribution, discretionary bonus scheme
Flexible working, cycle to work scheme, healthcare cash plan and life assurance
Paid voluntary days, maternity, adoption, and shared parental leave
Benefits designed to suit your lifestyle
from discounts on retail and socialising, to health and wellbeing, travel, and technology and plenty more

Customer Service Advisor

Key skills