Customer Experience Advisor

Telecom Acquisitions Ltd.; South Harting; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Broadband discount

Holiday entitlement

Health care

Pension scheme

Eye care vouchers

Parking

Birthdays off

Company events

Job summary

Telecom Acquisitions Ltd. based in West Sussex, Horsham, is seeking a Customer Experience Advisor to join our team on a permanent, full-time basis. You will welcome newly acquired broadband customers within 24 hours of purchase and guide them through suitable upgrades with a friendly, proactive approach.

This role involves maintaining strong customer relationships, recording interactions in the CRM, and providing ongoing support to ensure a smooth journey while driving satisfaction and loyalty.

Qualifications

• Experience in telesales or customer service is advantageous.
• Confident and engaging communicator who builds rapport.
• Ability to identify customer needs and propose relevant upgrades.
• Strong attention to detail and problem solving.

Responsibilities

• Call new customers to welcome them and introduce service options.
• Identify customer needs and recommend relevant upgrades.
• Provide ongoing support across the customer journey and upsell opportunities.
• Explain product benefits clearly and confidently to customers.
• Proactively engage customers approaching contract expiry or considering cancellation.
• Record all interactions and outcomes in the CRM system.
• Contribute customer feedback to improve services.

Skills

Telesales

Customer service

Communication

Relationship-building

Tools

CRM system

Job description

Customer Experience Advisor Telecom Acquisitions Ltd. West Sussex, England, GB

Customer Experience Advisor

Location: Horsham

Employment Type: Permanent, full-time

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 and salary

• 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.
• Aviva Health Care - 24/7 Doctor, counselling & bereavement counselling.
• Parking available free / discounted options.
• Free eye care vouchers.
• Death in service cover.