Customer Support Advisor

About The Role Are you passionate about delivering exceptional customer experiences, ensuring every interaction leaves a positive impression? We're looking for proactive and commercially minded Customer Support Advisors to join our Customer Experience Team. As a key point of contact for customer concerns over the phone, you'll take ownership of resolving issues with empathy and professionalism, while identifying opportunities to improve the overall customer experience. You'll play an important role in strengthening relationships, building trust, and helping shape better outcomes for our customers and the business. The Customer Support Advisor vacancy is a full time position, Monday to Friday, and is on a hybrid basis, with a mix of office and home based working. Key responsibilities include:

• Delivering a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs, through all communication channels (including teams)
• Using active listening and questions to uncover true customer requirements and setting clear expectations on delivery and timelines
• Investigate, resolve, and report on customer complaints thoroughly and efficiently
• Identify root causes of issues and work to prevent recurrence
• Act as an escalation point for complex complaints from customers and colleagues
• Build strong relationships with customers, regaining trust after negative experiences
• Maintaining accurate CRM records (C4C), resolving issues efficiently and navigating internal systems
• Aiming for First Time Right outcomes to reduce repeat contact, using feedback to improve future interaction
• Partnering with Sales, Supply Chain, and Strategic teams, supporting service enhancements and piloting initiatives
• Actively seeking feedback and coaching whilst owning your personal development plans
• Contributing positively to team culture and goals On top of working for the UK's leading integrated health and safety experts, you'll also receive:
• Competitive salary of £26,227.50 plus Bonus
• 32 days holiday inclusive of bank holidays
• Opportunity to purchase 5 additional days annual leave each calendar year (subject to qualifying salary)
• 2 fully paid Community Volunteering days every year
• An excellent pension (up to 8% Arco contribution) and x4 Life Assurance scheme
• A huge range of discounts to help with cost of living via Perkbox plus Employee Discount on Arco products
• Free, 24-hour access to our Employee Assistance Programme
• Health Cash Plan where we'll reimburse up to 100% of everyday healthcare costs
• Access to our Learning Management System, to support your personal and career development
• Long-term service awards – we're proud to have employees who have worked for us for 40 years The ideal Customer Support Advisor will be/have:
• Demonstrated experience in a customer service or complaints handling role
• Experienced in a B2B or commercial sales setting handling high volume of customer calls
• Solid understanding of customer engagement and relationship management principles
• Previous use of CRM tools (preferably SAP C4C or similar)
• Familiarity with working in a fast-paced, target-driven environment
• Excellent communication skills, both verbal and written
• Experience working cross-functionally with Supply Chain, Sales or Product teams About Us With a proud 140-year legacy, you'll be part of something special when you join the UK's leading safety experts. As the only integrated safety products and services business, Arco's size, scale and reputation are why we have such an impressive portfolio of satisfied customers. It's an exciting time for us, and whatever your role, you'll play a part in Arco's journey to become more profitable and sustainable. To drive a performance culture, we consistently invest in our people to ensure we push for shared success. We respect and value everyone's unique skills, experience and ideas so you'll have ample opportunity to help shape our future growth and be rewarded for delivering against our targets.