Customer Experience Advisor

Telecom Acquisitions Limited; Horsham; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

50% off Home Telecom broadband after 2

25 days holiday, rising to 30 days

Salary sacrifice pension scheme

Aviva Health Care - 24/7 Doctor, couns

Free eye care vouchers

Job summary

Telecom Acquisitions Limited in Horsham is hiring a Customer Experience Advisor to nurture new customers after purchase. You will welcome customers, explain available services, and drive upgrades while delivering a high-quality experience. This role offers full training and a path to grow within the Customer Promotions Team.

Core hours are 8:30am-5:30pm, with occasional Saturday shifts. Benefits include holidays, pension, health care, and employee discounts in Horsham.

Qualifications

• Experience in telesales or customer service is valued.
• Comfort with outbound calling and conversational selling.
• Ability to identify customer needs and upsell relevant services.

Responsibilities

• Make welcome calls to new customers and introduce service options.
• Identify needs and recommend upgrades and add-ons.
• Provide ongoing support and identify cross-sell opportunities across product range.
• Explain product benefits clearly and persuasively.
• Proactively engage customers approaching contract expiry to retain them.
• Record interactions and outcomes in the CRM system.
• Assist with payments and fees handling.
• Share customer feedback to help service improvements.
• Represent the brands with warmth and enthusiasm.

Skills

Confident communicator

Customer relationships

Telesales aptitude

Target driven

Attention to detail

Job description

Location: Horsham

Employment Type: Permanent, full-time

Salary: Competitive

Hours: 40 hours per week. Core working hours Monday-Friday (8:30am-5:30pm) with occasional Saturday working required (9:00am-1.00pm) min 1 shift per month

About The Role

We're growing our Customer Promotions Team and looking for confident, engaging Customer Experience Advisors who enjoy building relationships and identifying sales opportunities.

You'll be calling newly acquired customers within 24 hours of their original broadband purchase to make sure they're fully set up for success and to offer additional products and services they may have missed at the point of sale. These include:

• 24/7 UK-based technical support.
• Upgraded, highperformance routers.
• Priority installation booking.
• Exclusive thirdparty energy services.

Other Valueadding Enhancements That Improve Their Overall Experience.

Your goal is simple: build rapport, understand customer needs, and match them with products that genuinely make their lives easier.

What You Will Be Doing

• Calling new customers to welcome them on board and introduce additional service options.
• Identifying customer needs and recommending relevant upgrades.
• Provide ongoing support throughout the customer journey, identifying upgrade and cross selling opportunities across a range of products and services.
• Clearly explaining product benefits in a friendly, confident manner.
• Proactively retain customers approaching contract expiry or considering cancellation by identifying their needs and presenting tailored solutions.
• Collecting payments and calculating home move fees.
• Accurately record all customer interactions, actions, and outcomes within the CRM system.
• Contributing to service improvement by sharing customer feedback and insights with relevant teams.
• Representing our brands with warmth, clarity, and enthusiasm.

What We Are Looking For

• Target driven, able to work towards individual and team performance goals while maintaining a strong focus on high-quality customer experience.
• A confident and engaging communicator who enjoys building relationships and speaking with customers over the phone.
• Previous telesales, sales, or customer service experience is advantageous, though not essential, as full training will be provided.
• Strong rapport-building skills, with the ability to quickly establish trust and handle objections professionally and confidently.
• A proactive problem solver with excellent attention to detail and the ability to identify effective solutions for customers.
• A positive, resilient attitude with a willingness to learn, embrace feedback, and continuously develop new skills and knowledge.

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 drinks 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.