We’re looking for an experienced Senior Customer Service Advisor to join our RMG Customer Service team in Northwich. This is a key progression role for someone with strong customer service experience who enjoys supporting others, leading by example, and handling more complex customer queries.

You’ll act as the first point of escalation for Customer Service Advisors, providing expert guidance, coaching, and quality oversight while also managing complex or sensitive customer cases. You’ll play an important part in driving service improvements and supporting the team to consistently achieve performance and customer experience standards.

This role requires early autonomy and confidence, acting as a role model for behaviours, service quality, and decision‑making.

What hours will I be working?

Office based at our Northwich offices - Our Customer Service Centre is a 24/7 operation to ensure we’re always available to respond to customer’s queries. The shift pattern is on a 4-week rotation, starting with 8-4pm, 9-5pm, 10-6pm and then 12-8pm. Every 4 weeks you will work a weekend shift and have days off in lieu on the week prior and after.

What you’ll be doing

• Acting as the first escalation point for Customer Service Advisors, offering guidance and decision‑making support
• Managing complex, sensitive or high‑risk customer cases, acting as the decision‑maker where required
• Supporting and coaching new and existing Advisors through side‑by‑side support and sharing best practice
• Leading on quality monitoring, identifying performance gaps early and supporting continuous improvement
• Deputising for the Customer Service Team Leader when needed to ensure continuity of service
• Supporting process and system improvements by sharing insights from customer and Advisor feedback
• Ensuring high standards of data accuracy, customer records and CRM updates
• Issuing and managing bulk customer communications, including letters and portal announcements
• Encouraging customer feedback through surveys and reviews to help shape service improvements

What we’re looking for

• Significant experience working as a Customer Service Advisor, with a strong understanding of policies, systems and customer expectations
• Confidence handling complex or sensitive customer situations and making sound decisions quickly
• Experience supporting colleagues, mentoring new starters or acting as a go‑to for queries
• Excellent written and verbal communication skills, with a strong customer‑focused approach
• Strong attention to detail, organisation and time management skills
• Ability to manage competing priorities and support others to do the same
• Confidence analysing data and insights to identify issues and recommend improvements
• Comfortable using Microsoft Word, Outlook and Excel (basic level)

What does RMG have to offer you?

• A 37.5 hour working week and a competitive salary
• 27 days holiday plus all Bank Holidays
• Free Healthcare cashback Plan (re-claiming for things like optical treatment (plus an optical discount voucher) and dental care, physiotherapy and GP Charges – plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services
• Sponsorship for study and professional qualifications (up to 4 study days)
• Pension scheme (matched up to 7%) and Life assurance (4 x annual salary)
• As part of Places for People Group (RMG’s parent company), you will have access to Our Place Rewards, where you can choose from a huge range of shopping discounts, instore vouchers and reloadable e-cards, earn cashback on on-line purchases and take advantage of many exclusive offers!

What’s next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We’re happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you’re looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can’t promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone’s responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities