Customer Service Advisor

Location: West Sussex

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 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.