Customer Service Advisor

Guidant Global; Coventry; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Home-based role

Training programme

Job summary

Guidant Global is seeking a Customer Service Advisor to support a busy travel services operation from home. You will handle inquiries via phone and email, resolve refunds, and provide accurate information with a customer-focused approach.

The role is 37.5 hours per week with a two-week training programme and travel to Coventry for training if required. Fixed-term contract running 16 November 2026 to 5 February 2027.

Qualifications

• Previous customer service experience.
• Ability to work across telephone and correspondence-based activities.
• Basic mathematical skills for refunds and calculations.
• Flexibility to work rotating shifts, including weekends.
• Commitment to training and ability to pass a maths assessment.

Responsibilities

• Handle inbound customer enquiries via telephone.
• Manage written correspondence, including emails and online enquiries.
• Investigate customer queries and complaints.
• Process refund requests and resolve fare-related enquiries.
• Maintain accurate customer records.
• Provide clear and accurate information to customers.
• Follow business processes and service standards.
• Support both telephony and correspondence workstreams as required.

Skills

Verbal communication

Written communication

Attention to detail

Problem solving

Empathy

Resilience

Team player

Calm under pressure

Customer focus

Job description

Customer Service Advisor (Home-Based)

Contract Details

• Start Date: 16 November 2026
• Contract End Date: 05 February 2027
• Hours: 37.5 hours per week
• Contract Type: Fixed Term / Temporary

About the Role

We are recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries relating to travel cards, ticketing, refunds, complaints and general customer support.
As the first point of contact for customers, you will deliver exceptional service across multiple channels, helping customers resolve queries efficiently while providing accurate information and guidance.
This is primarily a home-based role; however, advisors must be able to travel to Coventry if additional training, coaching or support is required.

Key Responsibilities

• Handling inbound customer enquiries via telephone.
• Managing written correspondence, including emails and online enquiries.
• Investigating customer queries and complaints.
• Processing refund requests and resolving fare-related enquiries.
• Maintaining accurate customer records.
• Providing clear and accurate information to customers.
• Following business processes, procedures and service standards.
• Supporting both telephony and correspondence workstreams as required.

Successful candidates will demonstrate:

• Excellent verbal communication skills.
• Strong written communication and letter-writing abilities.
• Good reading and comprehension skills.
• Strong attention to detail.
• Confidence using computer systems and multiple applications.
• Ability to follow processes and business rules accurately.
• Problem-solving capability and sound judgement.
• Professional, positive and customer-focused approach.
• Ability to remain calm under pressure.
• Empathy, resilience and a team-oriented attitude.

Essential Requirements

• Previous customer service experience.
• Ability to work across both telephone and correspondence-based activities.
• Basic mathematical skills, particularly when working with calculations and customer refunds.
• Flexibility to work rotating shifts, including weekends.
• Ability to commit fully to the training programme.
• Candidates must successfully complete and pass a basic mathematics assessment before submission.

Training Programme

Training will run for 2 weeks, Monday to Friday:

• 09:00 to 17:00
• Comprehensive induction and systems training
• Product and process knowledge
• Query handling and customer service training
• Supervised live customer interactions

Once training is completed, advisors will move directly into the live environment with additional support available during their first week.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy.