Customer Service Advisor CV Example (UK, 2026)
ATS-optimised · UK format · Ready to customise
Leila Nkosi
Senior Customer Service Advisor
Birmingham, UK
Profile
Senior Customer Service Advisor with 5 years in omnichannel customer support across telecommunications and retail banking, consistently ranked in the top 10% of the team for CSAT scores. Reduced average handling time by 22% through a call coaching programme I developed and delivered to 8 new advisors. Looking for a Team Leader or Customer Experience role.
Work Experience
Senior Customer Service Advisor
Virgin Media O2
Feb 2021 – Present
- Achieved 4.8/5.0 average CSAT score across 18 consecutive months — ranked in the top 8% of 240 advisors — by resolving 92% of customer issues on the first contact.
- Developed and delivered a call-handling coaching module for 8 new starters; their average AHT was 18% below the new-starter benchmark after 4 weeks.
Customer Service Advisor
Lloyds Banking Group
Jun 2019 – Jan 2021
- Handled 80–100 inbound calls daily across current account, savings and mortgage enquiries, maintaining a 94% first-call resolution rate.
- Flagged a process gap in fraud reporting that was causing 15% of cases to be logged incorrectly; the fix was implemented within 3 weeks following my escalation.
Education
BTEC Level 3 Business (Merit)
Birmingham City College
2017–2018
Key Skills
ATS Score: 87%
This CV passes the ATS filters used by most UK employers. Single-column layout, standard headings, keyword-optimised.
4 Tips for Customer Service Advisor CVs
CSAT, NPS and first-call resolution rates are the metrics that matter — include your scores and rank in team where possible, as these are the KPIs managers hiring for this role understand immediately.
If you have handled complaints or escalations, say so — complaint handling and de-escalation skills are harder to find and command higher salaries than standard advisory work.
Show any additional responsibilities: team coaching, floor walking, quality assurance, or admin process improvements. These signal readiness for Team Leader roles.
Name the CRM and telephony systems you have used (Salesforce Service Cloud, Zendesk, Avaya, Genesys) — hiring managers and ATS systems screen for these.
Customer Service Advisor CV — Frequently Asked Questions
How do I write a customer service CV with no qualifications?
Focus entirely on outcomes: your CSAT scores, call volume, resolution rates, and any improvements you contributed to. Customer service hiring is skills and metrics-based, not qualification-based, for most roles.
Should I include retail or hospitality work on a customer service CV?
Yes — face-to-face customer interaction, complaint handling, and sales in retail or hospitality are directly transferable. Frame the bullet points in terms of customer satisfaction outcomes rather than just duties.
What is the career path from Customer Service Advisor?
Typical progression: Senior Advisor → Team Leader → Operations Manager → Contact Centre Manager. Some move into Customer Experience, Quality Assurance, or Customer Success at tech companies.
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