Contact Centre Senior Advisor

Senior Advisor - Contact Centre Location: On-site / Hybrid Contract: Full-time Salary: Competitive, with performance-based incentives 🌟 About the Role We're looking for a Senior Advisor to join our high‑energy contact centre team. This is a role for someone who thrives on solving problems, supporting colleagues, and delivering an exceptional customer experience every single day. You'll be the go‑to person for complex queries, coaching support, and escalations, helping us raise the bar on service quality. 💼 What You'll Be Doing Handling complex customer enquiries across multiple channels with confidence and empathy Supporting frontline advisors by offering guidance, coaching, and real-time problem solving Taking ownership of escalated cases and ensuring timely, accurate resolutions Identifying process improvements and feeding insights back to leadership Maintaining high compliance and quality standards in every interaction Acting as a role model for professionalism, teamwork, and customer-first thinking🎯 What We're Looking For Experience in a contact centre environment, ideally in a senior or escalation role Strong communication skills with the ability to simplify complex issues A calm, solutions-focused mindset even under pressure Confidence coaching others and giving constructive feedback Excellent organisational skills and attention to detail A passion for customer experience and continuous improvement🌱 What We Offer Career development opportunities with clear progression pathways Ongoing training and coaching to help you grow your skills A supportive, collaborative team culture where your voice matters Competitive salary and benefits package Recognition programmes celebrating outstanding performanceCCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database