• Senior Customer Service Advisor

    Job Locations UK-Hertfordshire-Stevenage
  • Overview

    Element has an opportunity for a Senior Customer Service Advisor to join our growing team based at our FIRA International site. This is a great opportunity to develop your Customer Service career within a Global Testing,Inspection & Certification business.


    • To supervise a small team of administrators booking technician visits, sending reports and handling customer queries
    • To allocate work to the administration team, ensuring that the team maintains, efficiency and accuracy
    • To investigate and respond to Customer complaints received via email or telephone
    • Follow a training plan for your team, to ensure all administrators are developed and fully trained to handle all daily tasks
    • To regularly review training plans with the CS Team Leader
    • Complete daily ops report and daily admin plan to cover all daily tasks
    • To assist in the teams rota planning and Holiday booking 
    • To assist in regular 1 to 1’s with the team where required
    • To hold daily Team Briefs with your team where required
    • Create a positive working environment for the administration team including leading team building activities
    • To identify training needs in the team and carry out required coaching / training to support team members to the required level
    • Encourage a culture of performance to targets to be measured by achieving department KPI’s
    • Work with the management team to ensure the department keeps within SLA’s and support in resolving SLA issues with a pro-active approach
    • To carry any other tasks as required to meet the requirements of the business.

    Skills / Qualifications

    • Experience in a supervisory role
    • Experience working in a fast-paced office environment
    • Experience in a customer-facing role
    • Experience of working in a target driven environment
    • Significant experience working with Microsoft Office applications including Word, Excel and
    • Attention to detail, including accurate data entry skills
    • Experience dealing with complaints and confident in doing so
    • Strong communication skills
    • A competent self-starter as well as ability to be a team player
    • Excellent attention to detail in all areas of work
    • Drive for improvements and efficiencies
    • Target driven and strive to excel targets
    • Ability to plan, organise and manage workload in an efficient, accurate and timely manner
    • Confident, punctual and well organised

    Company Overview

    Element is the best and most trusted testing partner in the world providing high value, critical services to the Aerospace, Transportation, Oil & Gas, Fire & Building Products and Infrastructure & Environmental sectors, where failure is not an option.


    Our purpose is a simple one. We make certain that all of the materials, products and devices we test, inspect and certify for our customers are always safe in their end application; are of marketable quality; are compliant with all relevant industry standards and regulations and are ultimately fit for purpose.


    Element’s expanded network of over 6,000 Engaged Experts are trusted by organizations to test and advise on the safety, quality, performance and compliance of their products, systems and operations.

    Diversity Statement

    At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.


    All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: race, colour, age, religion, gender, national origin, disability, and/or protected veteran status, or other characteristics in accordance with the applicable governing laws.


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