Customer Service Advisor

Office-based in Newcastle-under-Lyme. All applicants must currently live within a 30-minute commute.

At Open Fix, we are a fast-growing, independent business. We protect what matters most by providing high-quality home repair service plans that keep our customers' heating, plumbing, and home systems running smoothly.

We have an established customer base and are looking for sharp, organised people to deliver professional customer service . We believe in open communication, quick problem-solving, and building a motivated team of people who take pride in their work and appreciate a supportive, fast-paced environment.

Before you apply, we want to be completely transparent about the environment. We value consistency and clear standards, so this role is perfect for you if:

• You thrive in an office environment: We are a fully office-based team. We value real-time collaboration, face-to-face support, and the energy of working together daily.
• You value consistency: You understand that sticking to established processes ensures we treat every customer fairly. You can hold your ground and have professional conversations because you know that staying in line with our terms and conditions protects our entire community.
• You are a natural problem solver: If an engineer isn't immediately available, you won't just wait for the system to update. You’ll be proactive picking up the phone to source, negotiate with, and secure new contractors to cover the emergency.
• You are comfortable with our rota: You are happy working a rotating shift pattern (operating hours 8:00 AM to 7:00 PM, 40 hours per week between Monday and Saturday). Because our customers need us year-round, we also cover standard Bank Holidays on a rota—if you work a Bank Holiday, that day remains in your holiday pot to book off at another time instead.

• Competitive Salary: An annual salary of £26,500 to £30,000 per annum (dependent on experience).
• Holiday Entitlement: 28 days total annual holiday entitlement.
• Location: We are fully office-based at the Landmark Business Centre in Newcastle-under-Lyme, Stoke-on-Trent.
• Plus: Workplace pension scheme and comprehensive training to get you up to speed.

As a Customer Service Advisor, you’ll be one of the main points of contact for our customers, helping them throughout every stage of their relationship with Open Fix.

• Onboard New Customers: Assist prospective customers with signing up, clearly explaining our plans, benefits and key terms to help them choose the right plan.
• Support Existing Customers: Handle general customer service enquiries and everyday account administration, including updating customer details, making changes to plans and helping customers bring missed payments up to date.
• Handle Cancellation Enquiries: Assist customers who are considering cancelling by understanding their circumstances, answering their questions and discussing the available options, helping them remain with Open Fix where appropriate.
• Resolve Customer Concerns: Listen carefully to customer issues, provide clear and practical solutions, and handle complaints professionally in line with our processes.
• Deliver Excellent Service: Communicate with empathy, clarity and confidence across every interaction, while maintaining accurate records and following GDPR and company confidentiality requirements.
• Engineer Communication: Appoint engineers and track jobs all the way through, holding firm, professional conversations with engineers to ensure they turn up, do the job right, and charge fairly.

We care about character, focus, and attitude. You’re perfect for this if:

• You're a People Person: You naturally…