Customer Service Advisor

Job Details

Contractual hours: 36.25

Basis:
Full time

Job category/type: XPS Administration

Date posted: 26/11/2025

Job reference: REQ
003680

Customer Service Advisor

Location: Newcastle

Employment Type: Permanent, Full Time

Grade: Associate

Hybrid working model

Our Member Connect team continues to grow and we are now looking for an outgoing and experienced Customer Service Advisor to join our vibrant Newcastle office with hybrid working. This is an exciting opportunity that would most likely suit someone with previous experience in a contact centre role or within customer services where customer care is of paramount importance. Ideally you will have gained knowledge and experience of handling customers in a variety of situations and are focused on providing first class customer service.

• Handle a high volume of inbound calls in a professional and timely manner, ensuring customer satisfaction.
• Understand customers’ needs and provide appropriate solutions or alternatives to meet their requirements.
• Accurately record and maintain customer information and interactions in a centralised database.
• Always deliver first-class customer service, maintaining a positive outlook.
• Work closely with other business areas.

All successful applicants must undergo and pass Non‑Police Personnel Vetting (NPPV) including criminal record and intelligence checks (PNC and PND), financial screening, identity verification, and—where required—background checks on close associates. Applicants must also have been resident in the UK for at least the past 3 years to enable the necessary vetting checks to be completed.

Essential:

• GCSE grade C/4 for English and Maths
• Previous experience in a contact centre, customer service advisor or phone-based office role is preferred, but other customer focused roles.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Strong interpersonal skills, enabling you to build rapport with customers and handle diverse customer interactions.
• Demonstrate organisational and planning skills, allowing you to manage multiple tasks and prioritise effectively.
• Ability to work under pressure and handle challenging situations professionally and calmly.

Desirable:

• Familiarity with CRM software and databases would be beneficial.

• Competitive salary, annual discretionary bonus, and 25 days holiday with buy/sell flexibility.
• Pension matching.
• Healthcare plans.
• Life assurance.
• Retailer discounts.
• Flexible benefits scheme.
• Employee assistance.
• Digital GP service.
• Paid volunteer days.
• Referral bonuses.

Interested candidates should submit applications below or contact

At XPS Group we operate a hybrid/flexible working style. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, sexual orientation, religion or belief. As part of our Disability Confident pledge we run the ‘Offer an interview’ scheme  you have a disability and meet the ‘essential criteria’ described in the person specification for the role being applied for, you are guaranteed an interview.

Access to the Disability Confident scheme simply requires you to show you meet the essential criteria described in the person specification, and in the Offer an Interview Scheme section on our application form tick the box for ‘do you wish to be considered under the Guaranteed Interview Scheme?’. If you are successful in your application you undertake pre‑employment checks which include Right to Work confirmation, DBS Disclosure check, Qualification checks, Employment and/or educational references covering five years & Satisfactory credit check.

Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.