Consumer Care Advisor

Overview of role

📍 Location: Liverpool, Merseyside

💰 Salary: £27,700pa (plus a social media bonus after training).
🏢 Hybrid Working: on average 2 days in the office per week (subject to business requirements)

📆 Permanent

The Consumer Care Advisor manages consumer enquiries and complaints from initial contact through to resolution. Reporting to the Consumer Care Team Leader, you will provide timely, empathetic responses across phone, email and social media, including Facebook, X and Instagram, while reflecting the brand's voice.

You will also support team performance, monitor KPIs, produce accurate reports and escalate complex complaints to senior stakeholders.

This role requires being on call for social media Monday-Friday is 2pm to 10pm and Saturday and Sunday 9am to 10pm every 5 weeks. A social media bonus will be paid for this.

✨ Why Join Us?

We believe in rewarding our employees and providing a supportive work environment. Here's what you'll get:

✅ Competitive Benefits Package including:

💼 Competitive Salary
🌴 Generous Leave - 25 days holiday + bank holidays
🚗 Free Onsite Parking
💙 Employee Assistance Programme
🩺 Health Scheme
🌟 Holiday Purchase Scheme
💰 Pension Scheme
🛒 Onsite Shop
👓 Eyecare Vouchers
🚴 Cycle to Work Scheme
🏆 Loyal Service Awards
👥 Employee Referral Scheme
🍕 Discounts on groceries, holidays and more.

Key Accountabilities

As a Consumer Care Advisor you will:

✔️ Complaint Resolution: Manage complaints across all channels, following agreed procedures and delivering timely, empathetic resolutions.

✔️ Issue Escalation: Identify and escalate complex complaints to senior stakeholders or specialist teams.

✔️ Social Media Engagement: Respond to consumers on social media in a positive, constructive and brand-appropriate way.

✔️ Reporting: Produce accurate reports on complaints, trends and customer sentiment.

✔️ Customer Relationships: Build trust and loyalty through consistent, professional communication.

✔️ People Management: Support and coach team members, set expectations and monitor performance against KPIs.

✔️ Complex Cases: Act as a senior escalation point, ensuring outcomes meet company values and regulatory requirements.

The Right Person

✔️ Experience in customer service, complaints handling or consumer relations.

✔️ Strong knowledge of social media and brand communication.

✔️ Team management and KPI delivery experience.

✔️ Excellent written and verbal communication skills.

✔️ Confident using CRM and reporting systems.

✔️ Able to manage sensitive matters with discretion and professionalism.