Customer Service Advisor

Role overview

We're looking for a Customer Service Advisor to join our Client Support and Infrastructure Desk, based onsite at our office in Leicester City Centre. Reporting to the Client Support and Infrastructure Manager, you will be the first point of contact for our clients when they need help with their websites-triaging issues, keeping clients informed, coordinating with our developers and DevOps engineers to resolve problems, and ensuring every client's support experience is positive.

You will support clients across our platform specialisms (Adobe Commerce, BigCommerce, Shopify, Drupal, and WordPress). You don't need to be a developer-you need to understand websites well enough to triage issues intelligently and communicate clearly with both clients and technical colleagues.

You will work from our Leicester office 4 days per week and one day per week remotely, reporting to the Client Support and Infrastructure Manager. You will work 37.5 hours per week, normally between 09:00 and 17:00, including a 30 minute lunch break. Working patterns are agreed when you join.

The department operates a 24 hour on call system; you'll be part of this to ensure year round coverage. Employees on the scheme are entitled to an on call allowance and time and a half for any issue resolution.

Responsibilities

• Answer incoming client enquiries and provide prompt, professional support
• Triage incoming tickets and assess priority against SLA, routing to the right specialist (Support Developer or DevOps Engineer) with clear context and supporting information
• Own client communication throughout the ticket lifecycle-setting expectations, providing updates, and closing the loop clearly
• Engage with clients in a helpful and professional way, actively listening to their concerns and offering solutions in line with company policies
• Perform initial fault finding and escalates issues to second line support when necessary
• Stay current with our platform specialisms (Adobe Commerce, BigCommerce, Shopify, Drupal, WordPress) and our clients' specific configurations, so you can triage and convey information clearly
• Coordinate with third party providers to address issues, mitigate risks, and maintain strong working relationships
• Assist with emergency and high priority incidents as part of the escalation process
• Manage support tickets and time tracking in line with company policies to ensure Support Desk SLAs can be reliably tracked and reported on
• Contribute to monthly service reports for each client, covering tickets raised, SLA adherence, incidents, and releases
• Collect and report client feedback to help identify best practices and areas for improvement
• Work with AI enabled tools (triage assistance, knowledge base copilots, automated reporting) as part of our continuously improving ways of working
• Undertake other support related duties as requested

Qualifications

• Excellent written and oral communication skills
• Previous customer service experience in a digital or online environment (essential)
• Customer support experience, including support ticketing systems (Jira ideally)
• Ability to organise multiple simultaneous client contacts, often to tight deadlines
• A way of working that fits both solo tasks and team based work
• A good working understanding of how websites work to describe issues clearly to technical colleagues
• Familiarity with eCommerce or CMS platforms (Adobe Commerce / Magento, BigCommerce, Shopify, Drupal, WordPress) but isn't essential
• Calm and professional under pressure, particularly when clients are escalating or incidents are live
• Curious about technology, with an interest in developing toward a more technical role over time (optional path, not an expectation)

Career Path

The Customer Service Advisor role is an entry point into our Client Support and Infrastructure Desk. We actively support progression for people who want it into more technical roles (Support Developer, DevOps Engineer) or into delivery and management, and we've seen this happen for people already in the team. We'll work with you to build the skills and experience you need to take the path that suits you.

Benefits

• Unlimited holiday (paid annual leave)
• Employee health care (after one year's service)
• Professional development
• EAP Programme
• Pension Scheme
• Healthcare and pension plans
• Discounted city parking
• Free snacks
• Cycle Scheme, shops and restaurant discounts, referral schemes