Senior Customer Service Advisor

About the role

LRQA is seeking a Senior Customer Service Advisor to ensure a positive customer journey by providing specialist relationship‑management support from planning through certificate production to invoicing.

Key responsibilities

• Respond proactively to complex customer queries and support less experienced colleagues.
• Prioritise, plan and complete complex customer activities, ensuring adherence to SLAs and optimal use of resources.
• Champion customer needs, manage complaints and promote a positive experience.
• Encourage portal adoption by engaging customers and escalating operational issues when needed.
• Maintain accurate data in business systems to support resource delivery and invoicing.
• Build and maintain excellent relationships, communicate contractual requirements and identify new business opportunities.
• Identify and propose process improvements, mentor junior staff and share product knowledge.
• Liaise with other offices and departments, developing a thorough understanding of BA&IS products, services, systems and processes.

Required profile

• Bachelor’s degree or higher.
• Fluent English communication skills.
• Experience in customer service or related field; experience with certification or auditing processes is a plus.
• Strong communication, coordination and time‑management abilities.
• Proven ability to handle complex customer needs and complaints.
• Capability to guide and train new hires.

What we offer

• Collaborative global work environment.
• Opportunities for professional growth and development.
• Flexible working arrangements where applicable.
• Competitive salary aligned with market rates.
• Comprehensive benefits package.