Customer Service Adviser
Job description
Original text imported from Reed
Location: Basildon
£12.71 per hour
A Customer Service Advisor, you will be supporting customers by phone and email, coordinating fleet vehicle pick-ups and collections, and ensures every interaction reflects the companies high service standards.
Role Overview
As a Customer Service Advisor, you will be the first point of contact for customers, handling enquiries with professionalism and accuracy. You’ll manage communication channels, organise logistics for fleet vehicle movements, and maintain detailed records to support smooth operational delivery.
Key Responsibilities
- Customer Communication - Respond to inbound calls and emails, providing clear, friendly, and accurate information.
- Fleet Coordination - Arrange pick-ups, deliveries, and collections of fleet vehicles, ensuring timely scheduling with internal teams and external partners.
- Case Management - Log all customer interactions, update CRM systems, and track cases through to resolution.
- Issue Resolution - Investigate customer concerns, liaise with relevant departments, and ensure swift, effective solutions.
- Documentation Handling - Prepare and process required paperwork for vehicle movements and customer requests.
- Service Quality - Uphold the companies service standards, ensuring every customer receives a positive and consistent experience.
- Communication Skills - Confident, clear, and empathetic communication style.
- Organisational Ability - Able to manage multiple tasks, schedules, and priorities.
- Problem Solving - Comfortable resolving issues independently and collaboratively.
- IT Proficiency - Experience using CRM systems, email platforms, and scheduling tools.
- Customer Focus - Passion for delivering exceptional service and building trust.
- Customers feel supported and informed.
- Fleet vehicle movements are organised accurately and on time.
- Communication is consistent, professional, and proactive.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Lead your Personal Statement with CRM experience — the advert explicitly lists CRM systems as a required IT skill, so name the platforms you have used (e.g. Salesforce, Zendesk, HubSpot).
📊 Quantify your call-handling volume: e.g. "Managed 60+ inbound calls daily, resolving 95% of queries at first contact" to directly mirror the fleet-facing customer communication scope.
🚗 Highlight any logistics or fleet coordination experience prominently — arranging vehicle pick-ups and collections is a core differentiator for this role versus a standard customer service post.
🎯 Mirror the advert's language around "case management" and "documentation handling" in your CV bullet points — these exact phrases will be scanned by ATS filters used by Pertemps.
🤝 Include a brief example of cross-departmental liaison (e.g. working with operations, logistics, or transport teams) as the role requires coordinating with internal teams and external partners.
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Handled 55+ inbound customer calls and emails daily using Salesforce CRM, achieving a 93% first-contact resolution rate across a 6-month period.
- •Coordinated scheduling for 180+ fleet vehicle collections and deliveries per month, reducing missed appointments by 22% through proactive liaison with 4 external logistics partners.
- •Processed and filed documentation for vehicle movements and customer requests, maintaining 100% record accuracy across a 12-month audit cycle.
Free to copy — tailoring requires a 30-sec CV upload.
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Letter preview — tailored to Pertemps Enfield
Dear Hiring Manager,
Pertemps' Customer Service Adviser vacancy in Basildon stands out precisely because it combines CRM-based case management with fleet vehicle coordination — two areas where I have built solid, hands-on experience. The requirement to handle inbound calls and emails while organising time-sensitive vehicle pick-ups and collections reflects the kind of varied, operationally focused role I actively seek.
My background in customer service includes managing high volumes of inbound enquiries across phone and email, logging interactions in CRM systems, and coordinating with logistics and operations teams to resolve cases efficiently. In a previous role, I processed documentation for over 200 vehicle movements per month, maintaining scheduling accuracy and ensuring all records were audit-ready. I am comfortable working independently to investigate issues and liaising across departments to deliver swift resolutions.
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Interview questions
10 questions generated from this advert.
Technical
- ›Which CRM systems have you used, and how did you log and track customer cases through to resolution?
- ›Describe how you have used scheduling tools to coordinate vehicle or asset movements across multiple parties.
- ›How do you manage and prioritise a high volume of inbound calls and emails simultaneously?
- ›Walk us through your process for preparing and processing documentation for a customer request or vehicle movement.
- ›How have you used email platforms to maintain consistent, professional communication with customers and internal teams?
Behavioural
- ›Tell me about a time you resolved a difficult customer complaint — what steps did you take and what was the outcome?
- ›Describe a situation where you had to coordinate a time-sensitive logistics task. How did you ensure everything ran on schedule?
- ›Give an example of when you identified a process improvement that enhanced service quality or operational accuracy.
- ›Tell me about a time you had to liaise with multiple departments to solve a customer issue. How did you manage competing priorities?
- ›Describe a situation where you maintained high service standards under pressure. What did you do differently to stay consistent?
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you resolved a difficult customer complaint — what steps did you take and what was the outcome?
Describe a situation where you had to coordinate a time-sensitive logistics task. How did you ensure everything ran on schedule?