Senior Advisor - Customer Services

Location Merseyside
Discipline: Internal
Job type: Permanent
Salary: £31,143 - 36,583
Contact email:
Job ref: 002262
Published: 18 days ago
Expiry date: 17 Jul 2024 23:59

Department: Customer Services

Reports To: Manager - Contact Centre

Directly Responsible For: No direct reports

Hours: 37


Overall team / department

The Customer Services Team provides support, advice, and guidance to prospective and existing customers on all services across the business. They provide first point of contact resolution where possible and escalate enquiries to the correct teams. It consists of:

The Contact Centre Team is responsible for receiving all inbound customer and other stakeholder enquiries and resolving the majority at the first point of contact. They deal with enquiries, over the telephone, via email, chat, and social media interactions. Any queries that cannot be resolved will be escalated to the appropriate team across the group.

The team are also responsible for outbound campaign calls for other areas across the business in line with business requirements.

The Complaints Team is responsible for managing all customer complaints across the business. Their role is to ensure that all complaints are investigated, and responses provided within agreed targets. They ensure that all complaints are dealt with in line with the Housing Ombudsman requirements.


Key role priorities

*        This role is responsible for supporting the Contact Centre Advisors to resolve queries at the first point of contact and picking up more complex calls when necessary.

*        The role holder will provide support for Team Leaders.  They will also respond to all incoming telephone calls, emails and webchat requests from customers and other external stakeholders.  Where possible resolve queries at the first point of contact or pass to the relevant team in line with the Customer Request Process.

Key working relationships

*        This role supports the Advisor – Customer Services to enable them to resolve customer queries.

*        These role holders are predominantly required to interact with customers and other external stakeholders who contact the Contact Centre by telephone, email, or webchat.

*        This includes existing, previous, and potential customers and other stakeholders. Whilst required to deal with most incoming enquiries at first contact, the role is also required to interact with other teams across the Directorate and wider business.

Main duties & responsibilities

*        Respond to all incoming customer enquiries and undertake outbound calls as required.

*        Maintain accurate customer records, retrieving and inputting information following each interaction and updating the customer dashboard following processes and procedures and GDPR guidelines.

*        Resolve queries at the first point of contact where possible or pass queries on through the customer request process.

*        Support any issues escalated by Advisors – Customer Services- resolving where possible and feeding back to Team Leader as a learning opportunity.

*        Identify opportunities to improve the processes and share these with Team Leader – Contact Centre.

*        Identify Advisors coaching requirements through the escalations received.

*        Make follow-up calls to customers following dissatisfaction feedback.

*        Take an active part in change projects that affect the Contact Centre.

*        Manage own performance and take responsibility for identifying personal development needs and agree actions to progress these with the Manager- Contact Centre .

*        Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.

Key measures of success

*        All incoming enquiries are resolved at the first point of contact where possible.

*        Individual customer satisfaction scores meet the agreed standard.

*        Advisor coaching needs are identified.

*        Contact quality standards are achieved, and individual performance targets met.

*        All process and compliance achieve agreed standard.

Livving our values

Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:

Making a difference daily

We invest in our people, our customers and in the creation of a fairer society.

Positively open

We’re open to feedback at all times, as we strive to deliver a first-class customer experience.

Forging the right way

We’re creating an inspiring road which others will want to follow.

Together as one

Our teams work on another level of cohesiveness to enable us to deliver better outcomes.

Each one of us

- listens to our customers and makes their needs a priority

- is committed to equality, diversity and inclusivity

- takes a flexible approach and works where we’re needed

- follows health and safety guidelines to keep ourselves, colleagues, and customers safe

- helps reduce risks by proactively communicating any potential issues to our line managers

- protects sensitive information by safeguarding customer, colleague, and third-party data

- is guided by our policies, procedures, and social aims

- is dedicated to continual learning and taking ownership of our personal and professional development.


Person Specification

E - Essential criteria / D - Desirable criteria

Education & Qualifications

3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)


Experience of operating effectively in a customer facing/service environment (E)

Experience of working in a team environment (E)

Experience of dealing with customers (internally and externally) to resolve complex queries (E)

Skills, knowledge & ability

IT Skills, including Microsoft Office applications (E)

Excellent communication (oral and written) skills (E)

Good problem solver (E)

Ability to work in a pressurised environment (E)

Personal characteristics

Customer Focused approach (E)

Confident, Resilient and Delivery Focused (E)


Flexible approach to hours worked (including evenings and Saturday mornings) (E)


Give Get Go 

As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.

Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.

Equality and Inclusion

Please visit here to read more about Livv inclusive and our approach to equality and inclusion.

Disability Confident 

The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.

We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.

Data Protection 

We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.

For full details please see our Job Applicant Privacy Policy

If you require any additional support when completing your application, please contact us