Senior Customer Support Advisor

What will you do? Make an impact!

The Senior Customer Support Advisor plays a critical role in delivering outstanding service to our Healthcare/Industrial customers for Tradebe. They are responsible for managing customer accounts, ensuring smooth end-to-end order fulfilment and supporting the wider customer support team to deliver excellence at every stage of the customer journey.

This role combines hands-on customer interaction with a strong focus on delivering results. The successful candidate will also support training, onboarding, process improvements and escalation management. You will work closely with all departments: Customer Support, Sales, Operations, Finance and Account Management, ensuring seamless communication, delivering a first-class service to our customers.

You will thrive in this role if you are motivated, driven to make a positive impact and passionate about supporting both customers and colleagues. You will be forward-thinking and accountable, ensuring we consistently deliver a great service to our customers. With excellent communication skills, a collaborative mindset and a commitment to continuous learning, you’ll help us deliver an exceptional customer experience while fostering a supportive, high-performing team culture.

Key Responsibilities

Customer Support & Order to Cash

• Manage customer fulfilment from initial inquiry to invoicing.
• Process sales orders, quotes, NCRs, invoice queries and complaints, ensuring completion within SLA.
• Handle customer communications via telephone, email, live chat and written correspondence.
• Coordinate transport bookings, contract services and producer administration.
• Accurately record all inquiries, complaints and feedback using business systems.

Customer Engagement & Escalation

• Act as a point of escalation for customer complaints, resolving issues efficiently.
• Maintain accurate and up-to-date customer support documentation, process flows and procedures.
• Undertake customer feedback surveys and reporting to improve service delivery.
• Support a positive customer journey by continuously identifying opportunities for service improvements.

Team Support

• Train, mentor and support new team members on all processes.
• Develop and deliver training, maintaining resources in a centralised library.
• Deputise for management when required, providing positive support to our team.
• Foster a “one-team” culture, promoting engagement and continuous improvement.

Do you have what it takes?

Essential Skills

• Take ownership to ensure tasks are completed accurately and on time by the Customer Support Advisors.
• Excellent verbal and written communication skills.
• Proven experience in a customer-focused role, demonstrating exceptional service and leadership.
• Strong problem-solving ability and attention to detail.
• Ability to understand and follow complex processes, with the confidence to train members of the team.
• Effective time management, organization and prioritisation skills.
• Strong IT literacy, particularly MS Office (Excel, Outlook, Word).
• Professional, positive, flexible and proactive, with a desire to learn and grow.

Desirable Skills

• Experience with SAP/C4C/ticket management systems.
• Background in Environmental Services, Waste Management or Recycling.
• Experience in a senior role, delivering training and mentoring colleagues.

What’s in it for you?

• Competitive salary - £29,000 (OTE c.£32,000).
• 5% annual bonus.
• Contributory Pension.
• Flexible benefits (access to our benefits platform for discounts and cash back on shopping purchases, gyms and leisure activities, cycle to work scheme and dedicated wellbeing centre).