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Senior Customer Service Advisor

Core Purpose

This role will function in the capacity of a Customer Service Advisor, with a level of seniority, having a primary responsibility of overseeing and leading the daily work of the Contact Centre team. Implementing a dynamic style of supervision to ensure the team workflows are being adapted where/when necessary, across all touch points and customer contact channels. This will require a fundamental understanding of resource management, which will be planned and reviewed regularly with the Customer Service Manager.

The position holder will be responsible for managing escalation processes and customer complaints, to provide a personal and positive outcome in the more sensitive customer scenarios.

The Senior Advisor will also be expected to periodically provide input around departmental strategy, with a focus on proposing improvements to existing processes and suggestions for new procedures. This will revolve around the strategies ‘customer’ pillar of work; to place the customer at the heart of everything we do.

Essentially this role will display role model behaviour, task prioritisation and adherence to KPI’s, driving best practice across the team. They will show elementary leadership qualities, inspiring other team members to go above and beyond to deliver excellent customer service.

Person specification

Working at the Scouts


Before making an application please ensure that you have read the Recruitment and selection policy.

In order for us to monitor the application of our Equal Opportunities policy, we would be grateful if you would also complete the Recruitment Monitoring questions on the Application Form.

If you would to discuss the role in more detail, please contact

Please read the full application pack before applying.

Closing date for applications is 23:59 on 12 May 2021

Interviews will be held on 18 May 2021

£24,641 Band D Level 3



35 hours per week (Including some evening or weekend work)

25 days per annum plus bank holidays

Closing date:
Wed, May 12, 2021, 11:00 PM

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