Customer Service Advisor

Location: Horsham

Employment Type: Permanent, full-time

Salary: Competitive

Hours: 40 hours per week. Core working hours Monday-Friday (8:30am-5:30pm) with occasional Saturday working required (9:00am-1.00pm) min 1 shift per month

About The Role

As a Customer Service Advisor, you'll be the first point of contact for our valued customers, delivering friendly, efficient, and solution-focused support. Whether it's a billing query, a technical hiccup, or a general question, you'll handle it with confidence, clarity, and care. This is more than just a call centre role, it's an opportunity to build relationships, solve problems, and make a real difference in the customer journey.

What You Will Be Doing

• Handling inbound calls from customers with professionalism and empathy.
• Resolving billing queries and explaining charges clearly and accurately.
• Manage overflow calls from the 1st Line Technical Support team, ensuring customers receive timely assistance and support.
• Provide expert guidance and respond to a wide range of customer enquiries relating to products, services, packages, and account information.
• Resolve customer complaints efficiently and sensitively, striving to achieve first-contact resolution wherever possible.
• Accurately record all customer interactions, actions, and outcomes within the CRM system.
• Liaise with internal departments to investigate, and resolve more complex customer issues.
• Contributing to service improvement by sharing customer feedback and insights with relevant teams.

What We Are Looking For

• A confident and engaging communicator who enjoys building relationships and speaking with customers over the phone.
• Previous experience in a customer service or contact centre environment (telecoms a plus!)
• Strong problem-solving skills and the ability to perform effectively in a fast-paced environment.
• Technically confident and comfortable navigating multiple systems and tools.
• A supportive and dependable team player who takes initiative and embraces new challenges with enthusiasm.

Benefits

• Passionate about consistently delivering exceptional customer experience.
• 50% off Home Telecom broadband after probation - completely FREE after 2 years
• 25 days holiday, rising to 30 days with service + bank holidays + your birthday off
• Complementary fresh fruit and breakfast bar
• Local company discounts in Horsham
• Salary sacrifice pension scheme
• Buy and sell holiday scheme
• Friday fridge (end-of-week treats)
• Regular company events: summer party, Christmas party, sports day & more
• £500 refer a friend
• £250 bright ideas scheme
• Aviva Health Care - 24/7 Doctor, counselling & bereavement counselling
• Parking available free / discounted options
• Free eye care vouchers
• Death in service cover

Ready to Join Us?

If you're passionate about people, thrive in a fast-paced environment, and want to be part of a company that's shaking up the telecoms industry, we'd love to hear from you.

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