Customer Service Advisor

Job description

Customer Service Advisor

Location: Horsham

Employment Type: Permanent, full-time

Salary: Competitive

Hours: 40 hours per week. Core working hours Monday-Friday (varying working patterns available between 8:30am and 5:30pm, 10:00am-7:00pm & 11:00am-8:00pm ) 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...

Extra information

Status

Open

Education Level

Secondary School

Location

Horsham

Type of Contract

Full-time jobs

Published at

15-10-2026

Profession type

Customer Service

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English