SENIOR CUSTOMER SERVICE ADVISOR / MANCHESTER CITY CENTRE / HYBRID 1 DAY PER WEEK IN THE OFFICE / UP TO £35,000 + BONUS + BENEFITS
About The Team / Role
Our people make all the difference in our success. WEX is an innovative payments and technology company supporting the fuel card industry across Europe.
We currently have an exciting opportunity for a Senior Customer Service Advisor to join our expanding team.
Based in Manchester, this hybrid role is ideal for someone with strong customer service experience looking to take the next step in their career, while working in a fast-paced, collaborative environment.
As a key member of the Customer Service team, you’ll play a vital role in supporting the day-to-day operations of our growing European business. You’ll act as a subject matter expert, supporting both our customers and our team, and will be involved in key integration and training projects.
What’s on Offer?
* Competitive Salary (up to £35,000 DOE)
* Annual Performance Bonus
* Hybrid Working – 1 day per week in the office
* Monday to Friday – no evenings or weekends
* 25 days holiday + bank holidays
* Holiday purchase scheme (up to 5 extra days)
* Company Pension & Life Assurance
* Employee discount platform
* Career development and progression opportunities
How You’ll Make An Impact
* Act as a senior point of contact for complex customer queries and support team members with difficult cases
* Complete spot checks on applications, audit reports, live chats and emails; provide feedback to agents and team leaders
* Deliver coaching sessions and set SMART goals; track progress and report to leadership
* Develop and deliver training materials for new starters and ongoing development
* Coordinate training, onboarding and system access requests for new hires in partnership with HR
* Support the EU Fleet Integration Programme – including process mapping, data migration, testing and go-live support
* Identify and report gaps in knowledge or process; recommend improvements
* Provide BAU support to the wider team when workloads are high (calls, emails, live chat, applications, audits)
* Act as deputy for Team Leaders during holidays or absences
Experience You’ll Bring
* Previous experience in a senior or mentoring capacity within a customer service environment
* Strong communication skills and confidence in working at all levels of the organisation
* Experience in coaching and delivering training content
* Proficiency with MS Office (Excel, Word, PowerPoint)
* Ability to manage multiple tasks and maintain consistent performance
* Comfortable handling customer complaints and resolving issues professionally
* High attention to detail with excellent data entry and analytical skills
* A proactive and self-motivated approach
* Experience working on system migrations or integration projects is a plus
Preferred:
* Fluency in English (written and verbal) – French or Dutch language skills are a bonus
* Experience with training development and delivery
* Strong business acumen and a desire to continuously learn and grow
What’s Next?
If you have the skills, experience, and drive to take on this exciting Senior Customer Service Advisor role – APPLY NOW for immediate consideration.
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