Customer Service Advisor

Do you have a passion for exceptional customer service? Are you ready to make a difference by resolving customer queries and complaints in a way that reflects the values of Trust, Passion, and Boldness? Then we have an exciting opportunity for you to join our dynamic team!
We are looking for Customer Service Advisors to support our global restaurant client. In this role, you will have the chance to be the first point of contact for customers, helping to ensure that every interaction leaves a lasting positive impression. If you thrive in a fast-paced environment, enjoy tackling challenges head-on, and are dedicated to delivering top-tier customer service, this is the role for you.
Please note, this role is a 6 month fixed term contract.
What you will be responsible for:

• Acting as a bold brand ambassador for your client, representing their values and delivering an exceptional experience with every interaction.
• Responding to and resolving customer queries and complaints across multiple channels, including telephone, live chat, email, and social media.
• Ensuring that the customer is at the heart of every conversation, creating meaningful connections and offering solutions that reflect the high standards of the brand.
• Managing a high volume of customer contacts while maintaining an empathetic and professional approach.
• Meeting and exceeding KPIs for the number of contacts handled daily, ensuring both quality and efficiency in customer service delivery.
  

What you'll bring to the table:

• A genuine passion for delivering excellent customer service, with a focus on empathy, understanding, and problem-solving.
• Previous experience in a customer-facing environment, ideally within the restaurant or hospitality industry, though experience within a large chain organisation is not essential.
• Outstanding written and verbal communication skills, with the ability to adapt your approach to suit each customer's needs.
• Resilience and the ability to handle and resolve customer complaints in a calm, effective manner, turning challenges into opportunities for improvement.
• A team-oriented mindset, with the ability to collaborate and contribute to a positive working environment.
• Confident IT skills, with the ability to use various systems and platforms to support customer interactions.
• Boldness in taking the initiative to improve the customer journey and provide solutions that enhance the customer experience.
• A flexible, professional approach, with a drive to learn and improve, ensuring continuous growth and success in the role.
  

Working Hours and Location:

• 40 hours per week
• Shifts on a 2 week rotation:
• Week 1: 09:00-18:00 Monday, Wednesday, Thursday, Friday and Saturday
• Week 2: 09:00-18:00 Wednesday to Sunday
• Remote, but you must be based in the UK at all times whilst working
  

Homeworking Eligibility:
Please refer to the following links to ensure your laptop/pc has the current supported systems:
Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date
Windows
MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:
Windows 11 24H2
8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor
8GB RAM Minimum
15GB+ Free Storage Space
Apple/macOS
MUST be equipped with the following:
macOS 14 (Sonoma) or later
8GB RAM Minimum
15GB+ Free Storage Space
Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode'.
Hardware & Software: Mobile Phone
You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.
Minimum Speed Requirements:
Ping ms Maximum 20ms
DOWNLOAD Mbps Minimum 20 MBps
UPLOAD Mbps Minimum 5Mbps
Who are Ventrica?
At Ventrica, we don't just meet customer expectations—we exceed them. We're a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.