Customer Success Advisor

Job Role: Customer Success Advisor

Location: Hybrid/Fort Dunlop – 1 day per week (Tuesday)
Salary: £26,500 per annum + excellent benefits!
Contract Type: 12 month FTC

What We Can Offer You: 25 Days Annual Leave (Pro-Rata for Part-time and Fixed-Term Roles), Additional Holiday Purchase, Hybrid Working, Performance-Related Bonus, Life Assurance, Vitality Private Healthcare, Subsidised Gym Memberships, Cycle to Work Scheme, Discount Vouchers and Access to Wellbeing Resources

Why Do We Want You?

Because you are someone who thrives on connection, communication, and creating outstanding customer experiences.

At Wilmington Plc, we are building a high-performing Customer Success team that sits at the heart of our Customer Experience Function. We need people who love speaking with customers, enjoy solving problems, and take pride in turning every interaction into a positive outcome.

As a Customer Success Advisor, you will play a vital role in driving customer growth, strengthening retention, and reducing churn by ensuring every customer feels supported, understood, and valued.

You will be the “Trusted Advisor” our customers rely on throughout their journey with us.

Please note: To complete your application, you will be redirected to Wilmington Plc’s career site.  
 
At Wilmington Plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”! 

Acting as the first point of contact for all inbound and outbound customer enquiries relating to courses, memberships, and services, ensuring every interaction is handled with professionalism, energy, and care.

You will proactively support customers from initial enquiry through to conversion, onboarding, retention, and renewal.

You will be responsible for:

• Responding promptly and professionally to global public enquiries across phone, email, web chat, and Teams, qualifying customer needs and recommending suitable learning or membership solutions.
• Managing the full sales journey from initial enquiry through to conversion, meeting individual sales targets and KPIs.
• Proactively engage high-potential leads using multi-channel outreach, nurturing pipeline activity and maximising conversion opportunities.
• Supporting marketing campaigns and events to drive engagement and generate new leads, while promoting upcoming courses and memberships.
• Delivering an excellent ongoing service to members, building strong relationships that drive loyalty and long-term retention.
• Managing renewals through proactive engagement, identifying upsell and cross-sell opportunities to maximise customer value.
• Processing onboarding materials, fulfilment requests, and member communications accurately and on time.
• Handling cancellations, refunds, invoicing, and payment queries in line with company policy and compliance requirements.
• Maintaining accurate customer records across CRM and e-commerce systems, including completing regulatory and sanctions checks.
• Collaborating closely with the onboarding team to ensure a seamless end-to-end customer experience.

What’s the Best Thing About This Role?

You are at the centre of the customer journey every call, email, and conversation is an opportunity to make a real impact.

You’ll see the direct results of your work in customer satisfaction, renewals, and long-term relationships, all while developing your sales, communication, and customer success expertise in a supportive, high-energy team.

What’s the Most Challenging Thing About This Role?

You’ll be working in a fast-paced, high-volume environment where priorities can shift quickly.

Success comes from staying organised, resilient, and consistently delivering a high level of service while balancing inbound queries, outbound activity, and retention goals all at once.

We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

To be successful in this role, you must have: 

• Experience handling a high volume of inbound and outbound customer communications in a sales, call centre, or customer service environment.
• Proven ability to work to sales targets and service level expectations.
• Strong communication skills with the ability to build rapport quickly and confidently.
• Excellent organisational skills with the ability to manage multiple priorities under pressure.
• High attention to detail and a consistent, accurate approach to work.
• Confident, reliable, and a strong team player.

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

About us

We’re Wilmington plc, a group of businesses united by governance, risk and compliance. Acting as a trusted partner, we help our customers to do the right business in the right way as they navigate the Regulatory Compliance landscape. If you’re looking for innovation, opportunity, and community, you’ll find them all and more here.

Join us and do Work That Means Something

At Wilmington plc, we help global customers to do the right business in the right way - providing trusted data, insights, and education to navigate the Governance, Risk and Compliance (GRC) landscape.

When you join us, you’ll not only make a real difference for our customers, you’ll also enjoy flexibility through hybrid working and benefit from a wide range of learning, career, and development opportunities.

Whether you're just starting out, returning to work after a break, or looking to take your next step, you’ll be doing work with meaning.

Join us and make a real difference. Click on “APPLY” today!

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

*Please note that this role may remain advertised until an offer of employment has been made.

#LI-Hybrid