Customer Service Advisor (FTC

• Handle complex or escalated customer enquiries across all channels.
• Troubleshoot technical issues and provide accurate product, system, and service information.
• Issue and send new membership cards, ensuring correct data is recorded and processed.
• Raise invoicing tasks including raising invoices/POs/credit memos and following up on outstanding payments.
• Process manual application of vouchers on customer accounts in line with policy and validation requirements.
• Support Level 1 Advisors by offering guidance, coaching, and second‑line assistance for complex technical or policy-related queries.
• Escalate cases to Level 3 or technical teams when necessary, ensuring clear documentation and communication.
• Maintain high levels of accuracy, compliance, and adherence to data protection standards.
• Identify recurring issues and share insights to support process improvements.
• Participate in team meetings, contribute to knowledge‑base updates, and take part in regular feedback sessions.
• Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
• Collaborate with cross‑functional teams like Commercial, Marketing, Delivery, Finance etc. and prepare reporting/analytics for management meetings.
• Mentor junior advisors by sharing best practices, supporting training sessions, and helping to develop their skills.