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Customer Service Advisor Jobs in the United Kingdom

Customer Service Advisors support customers through calls, live chat and email—solving issues, handling complaints and protecting customer data. Employers typically hire for communication, accuracy, resilience and consistent performance against service KPIs.

IT & Office Customer Support Sponsorship: usually limited for entry roles
CV required: candidates without a CV are not considered.
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Work eligibility: non-UK candidates must already have the right to work in the UK, or apply only to roles where an employer confirms a legal hiring route for them. This occupation is commonly filled from the local labour market; sponsorship is therefore typically uncommon for entry-level roles.
Typical gross pay £10–£15/hour Indicative benchmark; bonuses/commission may apply on some roles
Typical hours 37–40 hrs/week Shift patterns vary (some roles include evenings/weekends)
Typical entry level Entry Training provided; strong communication and accuracy required
Pay & shifts Responsibilities Requirements Candidate portrait UK work conditions How to apply FAQ
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Pay & shifts (gross)

Customer service pay depends on sector (retail, telecoms, finance, utilities), channel mix (calls vs. chat/email), shift patterns, and performance pay (bonus/commission on some roles). Use the ranges below as a planning benchmark.

Scenario Typical gross rate Notes
Entry customer service (multi-channel)
Phone + chat + email, scripted processes		 £10–£13/hour Training provided; pay varies by region and employer
Experienced advisor / complex cases
Complaints, retention, escalations		 £13–£15/hour Higher responsibility; stronger QA/CSAT expectations
Performance pay (role dependent)
Sales/retention targets		 Variable Bonus/commission depends on contract and results
Simple gross example:
  • 37.5 hours/week at £12.50/hour ≈ £469/week gross.
Gross pay is before deductions; final offer depends on employer and contract terms.

What employers measure (typical)

The job is not only “being friendly”. UK customer service is usually KPI-driven and process-based. Employers want consistent outcomes and clean documentation.

CSAT / customer satisfaction
How customers rate the interaction (helpfulness, clarity, resolution).
FCR / first contact resolution
Solving the issue without repeat contacts or escalations.
AHT / average handle time
Balancing speed with quality; strict adherence is common in call centres.
QA scoring
Quality checks: compliance steps, accuracy, tone, process completion.

Tools you may use: CRM/ticketing systems, knowledge base, call/chat platforms, identity checks and basic spreadsheet reporting.

Typical responsibilities

  • Answer inbound calls and/or manage live chat/email queues; verify customer details where required.
  • Resolve queries on orders, billing, returns, subscriptions, service changes or account access.
  • Handle complaints calmly, de-escalate and apply policy consistently.
  • Document cases accurately in CRM/ticketing tools; follow required scripts and compliance steps.
  • Meet service levels: response times, quality standards and adherence to schedule.

Requirements (detailed)

  • CV in English (mandatory): show customer-facing roles, channels (phone/chat/email), and measurable outcomes (CSAT, QA, targets).
  • Communication quality: clear written English (messages/emails) and confident phone manner (tone, pacing, clarity).
  • Process discipline: you can follow workflows, identity checks and data-handling rules without shortcuts.
  • Digital confidence: comfortable with multiple systems/tabs, quick navigation, accurate typing and note-taking.
  • Resilience: you can handle difficult interactions professionally and reset quickly between contacts.
  • Availability: shift patterns may include evenings/weekends depending on the employer.
What strengthens your CV:
  • Examples of complaint handling and successful resolution.
  • Evidence of KPI performance (CSAT/QA/FCR) or productivity achievements.
  • Experience with CRM/ticketing (generic) and structured documentation.

Accuracy & data security

UK customer service roles often require careful handling of personal and account data. Employers commonly train advisors to follow verification steps and record interactions correctly.

  • Confirm customer identity where required; never bypass mandatory checks.
  • Write clear notes: what the customer asked, what you did, and what happens next.
  • Use approved templates; avoid guessing policy. Escalate when needed.
  • Protect confidentiality (screens, passwords, call recordings, shared devices).

Specific compliance requirements depend on sector (e.g., finance/telecoms/retail) and employer policies.

Next step: Submit your CV first. MaViAl screens your profile against current UK demand and client requirements, then contacts you if a matching role is available.
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Short candidate portrait

This role suits candidates who combine calm communication with process discipline—friendly, but structured and accurate.

  • Customer-first communicator: you can explain steps clearly and confirm understanding.
  • Resilient under pressure: you handle queues and difficult calls without losing tone.
  • Accurate note-taker: you document actions cleanly so the next advisor can follow.
  • KPI-aware: you work efficiently while keeping quality and compliance.
  • Digital confidence: you can multitask across CRM, knowledge base and communication tools.

Role story (unique module)

In customer service, “good” is often invisible: the customer ends the contact calmer than they started, the record is complete, and the issue does not return. Strong advisors combine empathy with structure—especially when the queue is busy.

What “good performance” looks like on day 30:
  • Short, clear messages that reduce back-and-forth.
  • Correct verification steps and policy choices.
  • Consistent documentation and clean follow-ups.

Common scenarios you should be ready for

  1. Password/access issues and identity checks.
  2. Billing questions and disputed charges (policy-driven handling).
  3. Complaints requiring de-escalation and clear next steps.

This section is powered by the shared “anti-template engine” used across the UK job category (deterministic variation by page slug).

UK work conditions (practical overview)

Customer service roles in the UK commonly use structured scheduling and queue management. Some roles are on-site, some hybrid, and some remote—depending on employer policy, equipment, and data security requirements.

Holiday entitlement (baseline) Most workers receive at least statutory paid annual leave; contracts may offer more.
Rest breaks (baseline) If you work more than 6 hours, you typically have a right to an uninterrupted rest break (contract may define paid/unpaid).
Shifts & scheduling Some employers require weekends/evenings; adherence to schedule is often measured.

What to expect in practice

  • Training and scripts: onboarding typically covers systems, knowledge base use, and complaint handling.
  • Quality monitoring: calls/chats may be reviewed for QA and compliance (role dependent).
  • Remote work reality: if remote is available, employers may require a stable setup and privacy for calls.
  • Escalation rules: you will not be expected to “solve everything alone”; escalate using defined paths.
Important: This page is role guidance. Actual conditions (hours, breaks, remote policy, pay structure, bonuses) are defined by the specific employer and contract. All pay figures shown are gross (before deductions).

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FAQ

What does a Customer Service Advisor do day-to-day?

Most roles involve handling a queue (calls, chat, email), verifying details where required, resolving issues using a knowledge base and documenting outcomes in a CRM/ticketing tool. The exact mix depends on sector and employer.

What gross pay is typical for Customer Service Advisor jobs in the UK?

A practical planning band for many roles is £10–£15/hour gross, with some employers adding bonuses/commission for retention or sales-focused positions. Final pay depends on region, sector and contract terms.

Do I need experience?

Many employers hire entry-level candidates if communication and reliability are strong. Experience helps most when you can show complaint handling, KPI performance, and accurate documentation.

What should I put in my CV to be shortlisted?

Include channels you have worked on (phone/chat/email), examples of difficult cases you resolved, measurable results (CSAT/QA/FCR or targets), and the systems/tools you used (CRM/ticketing/knowledge base). Keep it concise and in English.

Is remote work guaranteed?

No. Some employers offer remote or hybrid work, but many roles are on-site and some require secure environments for calls and customer data. Availability is employer-dependent.