Macildowie Recruitment and Retention
After-Sales Support Advisor
Nottingham City Centre (Hybrid)
£25,000 – £27,000k
Temporary to Permanent Position
The Opportunity
We are recruiting for a customer-focused After-Sales Support Advisor to join a busy and fast-paced support team based in Nottingham City Centre. This hybrid opportunity is ideal for someone with strong customer service and technical troubleshooting experience who enjoys resolving issues and delivering excellent customer outcomes.
As the trusted point of contact for customers after purchase, you will manage queries and technical issues from initial contact through to resolution, ensuring a professional and efficient service at every stage.
About the Role
In this role, you will take ownership of customer cases, ensuring all interactions are accurately logged and managed within agreed service levels. You will work across CRM and ticketing systems, liaising with internal departments to coordinate resolutions and provide timely updates to customers.
This role plays an important part in maintaining customer satisfaction, improving retention, and identifying recurring issues to support continuous service improvement.
Key Responsibilities
- Handle inbound customer queries and complaints via phone, email, and other communication channels
- Diagnose and troubleshoot technical or product-related issues, guiding customers through solutions
- Log, update, and manage cases accurately within CRM and ticketing systems
- Prioritise and manage a queue of customer tickets to meet agreed response and resolution times
- Professionally manage escalated or challenging situations to restore customer confidence
- Liaise with internal teams including technical and operations departments to resolve complex cases
- Capture customer feedback and identify recurring trends or issues
- Produce clear case notes, updates, and reports for customers and internal stakeholders
Key Requirements
- Previous experience within customer support, after-sales, or service desk environments
- Strong experience using CRM platforms and ticket/case management systems
- Proven troubleshooting and problem-solving skills within a customer-facing setting
- Excellent written and verbal communication skills
- Experience handling complaints and de-escalating difficult situations professionally
- Strong organisational and time management abilities within a fast-paced environment
- High attention to detail and accurate record keeping
- Ability to work effectively within a hybrid working environment
Desirable Skills
- Experience supporting technical or product-based services
- Knowledge of helpdesk systems, remote support tools, or diagnostic software
- Experience reporting customer feedback or service metrics
- Exposure to continuous improvement or service quality initiatives
Qualifications
- Minimum secondary education required
- Further education or vocational training in Customer Service, Business, IT, or a related field is advantageous
- Relevant customer service, support, or CRM certifications would be beneficial
If this role sounds of interest to you please do apply!
To apply for this job please visit www.reed.co.uk.
Make this application stronger
Use these quick checks before applying so your CV, interview preparation and job search are better matched to this vacancy.
Before you apply
Check the key details and make sure the role matches what you are looking for.
- Review the job title, company, location, salary and working pattern if provided.
- Check the skills, experience or qualifications requested by the employer.
- Make sure the commute, hours and contract type are realistic for you.
Tailor your CV
For Teaching Jobs, highlight the most relevant skills, experience and achievements linked to this type of work. Keep it honest, clear and focused on what the employer is asking for.
Use the CV Builder or browse Career Advice.
Prepare for interview
If your application is successful, prepare simple examples that show your motivation, strengths and suitability.
Keep searching smarter
Do not rely on one application. Keep searching similar roles and set up alerts so new vacancies reach you faster.