Job Description

Location:

Burgess Hill, West Sussex

Job Type:

Full-Time

Salary:

Competitive, dependent on experience

Department:

Client Services

Reports to:

Client Services Manager

About the Role

PVL is seeking a professional and customer-focused

Customer Service Advisor

to join our dynamic Client Services team based in Burgess Hill. This role is pivotal in ensuring outstanding service delivery to both new and existing customers, supporting the full client journey from initial enquiry through to after-sales support.

The successful candidate will handle customer communications, process crash part orders, and play a key role in delivering a positive customer experience while contributing to the overall success and growth of the company.

Key Responsibilities

Act as the first point of contact for customer enquiries, ensuring prompt and accurate responses in accordance with service-level agreements (SLAs). Represent PVL in a professional and credible manner, promoting our services and identifying opportunities to recommend relevant products. Accurately process crash part orders within internal timelines and procedures. Proactively manage customer relationships through phone and email communication, resolving issues efficiently and effectively. Collaborate with internal departments to align production schedules with customer expectations. Complete all required documentation and follow company processes with attention to detail. Conduct post-installation follow-ups, manage feedback, and ensure any issues are resolved to the customer's satisfaction. Handle online order processing and support ongoing customer service requirements. Maintain an up-to-date understanding of PVL products, services, and industry trends (training provided).

Candidate Requirements

Essential Skills & Attributes:

Previous experience in a customer service or client-facing role. Excellent written and verbal communication skills. Professional, flexible, and proactive approach. Strong problem-solving skills and ability to manage multiple tasks. Highly organised with strong administrative abilities. Team-oriented, with a positive attitude and the ability to work under pressure.

Education & Technical Requirements:

Competent in Microsoft Office applications including Excel, Word, and Outlook. GCSEs (or equivalent) in English and Maths at Grade C or above.

Training & Development

Full training provided on internal systems, including Clarity. Comprehensive product and materials training to support your role and development.

Key Performance Indicators (KPIs)

Same-day response to all customer enquiries. Customer satisfaction score of 90% or higher. Evidence of consistent and proactive customer account management.

What We Offer

A collaborative and supportive work environment in our Burgess Hill office Competitive salary based on experience Structured training and development opportunities The opportunity to contribute to a growing and customer-driven organisation

To apply

, please submit your CV along with a short covering letter explaining your suitability for the role

Job Types: Full-time, Permanent

Pay: From 25,500.00 per year

Benefits:

Additional leave Canteen Company events Company pension Cycle to work scheme Health & wellbeing programme
Schedule:

8 hour shift Monday to Friday
Work Location: In person

Reference ID: Customer Services Advisor