Customer Service Advisor / Customer Support Agent
Salary: £25,235 per annum + Benefits
Location: Hybrid working from home and 2 days per week from the office in Thame, Oxfordshire
Job Type: Full-Time, Permanent
Working Hours: 37.5 hours per week, Monday to Sunday. Rotating shifts between 8am and 6pm with rotational weekends (days in lieu provided)
Job Overview
We have a fantastic new job opportunity for a Customer Service Advisor / Customer Support Agent to join a supportive and inclusive customer service team within a fast‑paced environment. As the first point of contact for customers, you will handle enquiries via phone and digital channels while delivering excellent customer service and resolving technical issues remotely. You will work closely with engineering teams to develop technical knowledge, gain accreditation and build a strong understanding of equipment, processes and operational environments.
Duties
- Managing inbound customer enquiries with professionalism, empathy and efficiency.
- Diagnosing and resolving technical faults remotely via phone and email.
- Providing a high standard of customer care and exceeding service expectations.
- Completing product and technical accreditation programmes.
- Working closely with engineers to enhance technical understanding and knowledge.
- Participating in internal and external training to develop skills and expertise.
- Logging customer interactions, actions and resolutions correctly.
- Staying up to date with industry developments, systems and best practices.
Candidate Requirements
Essential
- Fluency in written and spoken English.
- Previous experience in a customer service, customer support or contact centre role.
- Strong communication skills across phone and digital channels.
- A customer‑focused approach with a passion for problem solving.
- Good organisational skills and attention to detail.
- Basic computer literacy including Microsoft Office.
- Ability to work collaboratively as part of a team.
Desirable
- Experience in troubleshooting.
- Previous bar or hospitality experience.
Benefits
- Performance bonus of up to £1,000 per year.
- Paid bank holidays plus one additional day in lieu.
- Hybrid working model with office‑based training.
- Ongoing training and development opportunities.
- Company pension scheme.
- Wellbeing support and confidential counselling services.
- LinkedIn Learning access and professional certifications.
- Employee referral scheme.
Job Ref: AWDO-P14635
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