Customer Experience Advisor

Global 4; Horsham; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

50% broadband discount

Holiday entitlement 25–30 days

Aviva Health Care

Free parking

Pension scheme

Refer a friend bonus

Birthday off

Job summary

Global 4 Group is seeking confident Customer Experience Advisors to engage with newly acquired broadband customers in Horsham. You will welcome customers, present upgrades, and build relationships to drive satisfaction and sales.

You will identify needs, upsell complementary services, and provide ongoing support across the customer journey, while accurately recording interactions and contributing to service improvements. The role includes occasional Saturday shifts and a 40-hour week.

Qualifications

• Target driven with focus on high-quality customer experience.
• Previous telesales or customer service is advantageous, training provided.
• Strong communication over the phone and relationship-building skills.
• Ability to handle objections professionally and confidently.
• Proactive problem solver with attention to detail.

Responsibilities

• Call new customers to welcome them and present service options.
• Identify needs and upsell relevant upgrades.
• Provide ongoing support across customer journey and document interactions in CRM.
• Explain product benefits clearly and confidently.
• Retain customers approaching contract expiry with tailored solutions.
• Collect payments and record actions and outcomes in CRM.

Skills

Telesales experience

Customer service

Phone communication

CRM system experience

Relationship building

Tools

CRM system

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, high‑performance routers.
• Priority installation booking.
• Exclusive third‑party energy services.
• Other value‑adding 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.