Customer Service Advisor

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 escalate, 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.

· Passionate about consistently delivering exceptional customer experience.

Benefits

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.