Customer Experience Advisor

Global 4 Group; Horsham; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

50% off Home Telecom broadband

25 days holiday

Birthday off

Pension scheme

Free eye care vouchers

Parking available

Regular company events

Job summary

Global 4 Group in Horsham is 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 broadband purchase to ensure they’re fully set up for success and to offer additional products and services they may have missed at the point of sale.

Qualifications

• Target driven with focus on high-quality customer experience.
• Confident, engaging communicator over the phone.
• Sales-related experience is advantageous but training will be provided.

Responsibilities

• Call new customers to welcome and present service options.
• Identify customer needs and recommend relevant upgrades.
• Provide ongoing support across the customer journey and document interactions.

Skills

Communication skills

Customer service

Telesales

Problem solving

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.

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.