Customer Service Advisor

We're looking for a confident and compassionate Customer Service Advisor to join our clients team. In this role, you'll support customers with their enquiries, process updates to accounts, and ensure all interactions are compliant, accurate, and delivered with empathy.
You'll be the first point of contact for customers who want to update their plan, ask questions, or make a payment, helping them feel supported and reassured throughout the process.
This role is Monday-Friday 9:00 - 5:00

What you'll do

Handle inbound calls from customers
Respond to general enquiries with empathy, professionalism, and clarity
Process change of address requests and other account updates accurately
Take payments and update customer records in line with internal processes
Maintain accurate notes and ensure all interactions meet FCA regulatory requirements
Use internal systems and databases to record information and support customer needs

What we're looking for

Experience working in an FCA‑regulated environment or with customer data
Strong communication and customer service skills
Ability to support customers through sensitive conversations with empathy
High attention to detail and accuracy when processing information
Confidence using multiple IT systems
Ability to work independently as well as collaboratively within a supportive team

Working pattern

Monday to Friday, daytime hours
Initially office‑based
After three months of satisfactory performance, hybrid working becomes available:
2 days in the office
3 days working from home
Option to work additional office days if preferred

Guidant, Carbon
60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy