Emily Thompson
Customer Service Adviser
Profile
Customer service adviser with three years of experience handling retail, telephone and email enquiries in busy UK teams. Confident resolving complaints, keeping CRM records accurate, explaining next steps clearly and protecting customer information. Known for calm communication, reliable follow-through and helping customers avoid repeat contact.
Experience
Customer Service Assistant
North Street Homeware | Leeds
Mar 2023 - Present
- Handle 40 to 60 in-person, telephone and email enquiries per shift, explaining products, deliveries, returns and next steps clearly.
- Resolve routine complaints within store policy and escalate complex cases with accurate notes, helping colleagues avoid repeated customer explanations.
- Update customer and order records in the CRM, checking contact details, delivery status and agreed actions before closing each case.
- Supported two new starters with till procedures, returns and customer-service routines during their first month.
Retail Assistant
Leeds Books and Gifts | Leeds
Jun 2021 - Feb 2023
- Processed card and cash payments accurately, balanced the till and followed refund procedures during busy weekend shifts.
- Answered product questions, checked stock availability and arranged customer orders with clear collection updates.
- Completed weekly shelf checks and reported pricing or stock discrepancies to the supervisor.
Experience continued
Volunteer Events Assistant
Leeds Community Hub | Leeds
Sep 2020 - May 2021
- Welcomed visitors, managed sign-in information and helped the team keep community sessions running to schedule.
- Responded to questions and directed visitors to the correct service while protecting personal information.
Education
Level 3 Diploma in Business
Leeds City College | Leeds
2019 - 2021
- Relevant study included customer communication, business administration, digital tools and a team project based on improving a local service.
GCSEs including English and Maths
West Leeds Academy | Leeds
2014 - 2019
- Add grades only when they strengthen the application or the employer asks for specific results.
Skills
- Customer enquiry handling
- Complaint resolution
- CRM record accuracy
- Telephone and email support
- Retail and order queries
- Refunds and returns process
- Microsoft 365
- Calm communication under pressure