Customer Service Advisor CV Example (UK) + Template (2026)

Hiring teams don’t read customer service CVs line by line. They scan for proof you can handle real support work. Volume, quality, tools, and tricky customers. Your goal should be simple, make your CV easy to skim and obviously relevant.

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In the first 10–20 seconds, most recruiters and team leads look for:

• Role fit: “Customer Service Advisor / Support / Helpdesk” experience (or a clear transferable path).

• Channels + environment: phone, email, live chat, social; B2C/B2B; regulated or high volume.

• Tools + process: ticketing/CRM, queues, SLAs, triage, escalations, knowledge base.

• Evidence: outcomes (CSAT, FCR, SLA compliance) and how you achieved them.

• Judgment under pressure: de-escalation, complaint handling, ownership through to resolution.

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What a strong Customer Service CV looks like

A clean structure beats complex layouts.

Name + title (e.g., Customer Service Advisor | Phone + Live Chat | Complaints & Escalations)

2–4 line summary (what you support, channels, volume, tools, strengths)

Skills (grouped blocks, not a messy list)

Experience (2–3 roles, most relevant first)

Optional: certifications + education

One page is usually enough—especially for customer service roles where clarity matters.

Summary examples

1. Entry-level / retail-to-customer-service

Customer-focused advisor with experience in fast-paced retail, handling high volumes, payments, and problem resolution. Confident communicating across phone and face-to-face channels, with strong attention to detail and calm de-escalation. Looking to bring proven customer care and ownership into a ticketed support environment.

2. Customer Service Advisor

Customer Service Advisor with experience supporting customers across phone, email, and live chat in a high-volume environment. Skilled in ticket triage, meeting SLAs, and taking ownership through to resolution. Known for clear communication, accurate case notes, and improving repeat-contact rates through better knowledge and follow-up.

3. Complaints / Escalations focus

Customer Service Advisor specialising in complaints and escalations, including complex billing and service disputes. Strong at de-escalation, evidence-based decisioning, and resolving issues within policy while protecting customer trust. Comfortable partnering with internal teams to investigate root causes and prevent repeat incidents.

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Skills to include

Use grouped skills so the reader can scan quickly.

Takeaway

Businesses are increasingly looking for Customer Service employees who know how to work with AI.

• AI assisted ticketing
• Chatbot oversight
• Automated workflow management.

Quick note: Don’t keyword-stuff. A shorter, credible list beats a long list you can’t defend in interview.

Bullet point examples that you can modify for your case

If you don't know the the exact metric you can talk about volume, cases, peak times, etc. These examples make use of the Google XYZ method.

1. SLA & Volume: "Maintained a 98% SLA response rate (Y) across 80+ daily tickets (X) by implementing a personalised macro-library for common technical queries (Z)."

2. Repeat Contact (FCR): "Reduced repeat contact rates by 12% (Y) for complex account queries (X) by taking end-to-end ownership of resolutions and providing proactive callback commitments (Z)."

3. De-escalation: "Successfully de-escalated complex billing disputes (X) by clarifying policy and providing empathetic resolutions (Z), resulting in restored customer trust (Y)."

4. Technical Issues: "Sped up the bug-fixing process (Y) by providing engineering teams with detailed reproduction steps and screenshots (Z) for every escalated technical ticket (X)."

5. Knowledge Base: "Reduced the volume of repetitive enquiries (Y) by proactively updating the customer-facing Knowledge Base (Z) to address common user pain points (X)."

6. Accuracy & Handovers: "Reduced handover errors by 20% (Y) across departmental shifts (X) by developing a standardised case-note template that captured all mandatory customer confirmation and next steps (Z)."

7. Avoidable Enquiries: "Decreased avoidable enquiries by 10% (Y) over six months (X) by identifying recurring contact patterns and flagging them to the team lead to initiate process changes (Z)."

8. Consistency & Tone: "Achieved a 100% Quality Assurance (QA) tone-of-voice score (Y) across all written channels (X) by leveraging knowledge base articles and custom templates to ensure accuracy (Z)."

9. Error Reduction: "Maintained a 99.8% data accuracy rate (Y) during sensitive account changes (X) by implementing a 'double-check' verification process for identity and account details (Z)."

10. Performance Improvement: "Increased personal productivity by 25% (Y) after initial training (X) by applying QA feedback and tracking personal error patterns to refine my support delivery (Z)."

11. Data Compliance: "Achieved 100% compliance in GDPR audits (Y) while handling sensitive customer data (X) by strictly following internal documentation and secure verification protocols (Z)."

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“Without numbers” alternatives (if you don’t have metrics)

Pro Tip: What do 'Good' numbers look like? If you aren't sure what metrics to include, use these UK industry averages as a guide for your XYZ bullets

• CSAT (Customer Satisfaction): Target 90%+.
• AHT (Average Handle Time): Aim for 4–6 minutes for general support.
• FCR (First Contact Resolution): 70–75% is considered high performance.

1. Managed a high volume ticket queue (X) and met all SLA response targets (Y) by triaging urgent cases and utilising response templates for common queries (Z).

2. Handled complex customer enquiries (X) and improved resolution quality (Y) by documenting decisions clearly and confirming next steps with customers (Z).

3. Owned end to end customer support cases (X) and reduced repeat contact rates (Y) by providing clearer guidance and proactive follow-ups (Z).

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If you want the complete layout with all sections filled in (summary, skills, experience, achievements, education), use the full template here:

View the full Customer Service Advisor CV example → Customer Service CV and see the 2026 Top Customer Service keywords.

Common mistakes (customer service CV)

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Other common issues:

• Too many roles listed, makes the CV harder to skim for relevant experience.

• CV runs too long, harder to skim if over multiple pages.

• No mention of complaint handling or resolution ownership.

• Not tailored to the job posting.

You should pull 5–8 keywords from the job description (tools, SLAs, channels, complaints, shifts, regulated processes).

Mirror them naturally in your skills and 2–3 experience bullets don’t force it. This helps you CV pass and even rank highly in Application Tracking Systems (ATS) Read more about Tailoring your CV for any Job

Consider putting the most relevant experience first, even if it wasn’t your most recent role or reframe the most relevant bullets at the top of each role.

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Looking to move from retail to remote customer service, read our From Retail to Remote article.