Customer Service Advisor

Location: Horsham | Full‑Time | Permanent | Commission + Benefits

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
• Managing overflow calls from 1st line technical support, ensuring no customer is left waiting
• Responding to general enquiries about services, packages, and account details
• Handling complaints with tact and urgency, aiming for first‑contact resolution
• Logging all interactions in our CRM system with precision and detail
• Collaborating with internal teams to escalate and resolve complex issues
• Contributing to service improvement by sharing customer feedback and insights

What We Are Looking For

• A natural communicator with a warm, confident phone manner
• Previous experience in a customer service or contact centre environment (telecoms a plus!)
• Strong problem‑solving skills and the ability to stay calm under pressure
• Tech‑savvy and comfortable navigating multiple systems
• A team player with a proactive, can‑do attitude
• Passionate about delivering a 5‑star customer experience

Benefits

• Competitive base salary and commission
• 25 days holiday increasing up to 30 days based on length of service and bank holidays
• Birthday leave
• 50% off broadband after probation and free after 2 years
• Local discounts in Horsham
• Salary sacrifice pension scheme
• Aviva Smart Health
• Death in service
• Regular team socials and recognition rewards

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.

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