Customer Service Advisor

Lantern UK; Dafen; On-site; GBP 26,000; Full time

Job summary

A leading customer management company in Dafen, Wales is seeking a Customer Service Advisor. The role is focused on assisting people through financial challenges with understanding and practical advice. Ideal candidates should demonstrate empathy and active listening skills. The job offers a salary of £25,429 plus a bonus, along with a comprehensive benefits package including 33 days holiday and training opportunities.

Benefits

£25,429 salary with a potential £6,357 bonus

33 days holiday allowance

Work-Based Pension scheme

Access to discounts and wellbeing tools

Regular team socials

Ongoing training opportunities

Qualifications

• No previous customer service experience required, just willingness to learn.
• Must communicate clearly and confidently.

Responsibilities

• Listen actively to customers facing financial difficulties.
• Work with internal teams to ensure consistent treatment of customers.
• Connect customers to helpful tools or resources.
• Advocate for vulnerable customers, addressing their needs.

Skills

Active listening

Empathy

Clear communication

Problem-solving

Job description

What We’re Offering

• Salary: £25,429 with up to 25% monthly bonus (£6,357)
• Holiday Allowance: 33 days (including public holidays), rising to 36 with service
• Recognition Schemes: Internal awards with financial incentives
• PerkBox Membership: Access to discounts and wellbeing tools
• Work-Based Pension scheme
• Social Events: Summer and Christmas parties, plus regular team socials
• Overtime Opportunities available
• Refer a Friend Scheme with rewards
• Ongoing Training in a supportive environment

About the Role

As a Customer Service Advisor you will be at the heart of our mission to help people navigate financial challenges with understanding and empathy. This is a role within the energy industry working with our clients and can include helping customers manage their energy consumption. You will have the opportunity to make a direct impact on people’s lives by offering clarity, support, and practical advice during times of financial stress. If you’re someone who thrives in a collaborative environment and is motivated by the idea of helping others, we’d love to hear from you.

Key Responsibilities

• Listening actively to those facing financial difficulties and working with them to find practical, respectful solutions.
• Partnering with internal teams to ensure every customer receives consistent, sensitive, and fair treatment.
• Encouraging long-term resilience by connecting customers to helpful tools, resources, or external support where appropriate.
• Acting as an advocate for vulnerable customers, making sure their needs are heard and addressed throughout their journey with Sonex.

Desired Traits

• A genuine ability to listen, understand, and respond with kindness when customers share their challenges.
• The steadiness to guide people through sensitive conversations, even when emotions are high.
• A knack for finding fair and practical solutions that balance customer needs with business requirements.
• Must be able to communicate clearly and confidently, expressing ideas in a way that feels supportive and easy for others to understand.

Experience

Previous customer service experience not required.
Willingness to learn and a passion for helping others are more important.

About Sonex

Sonex Financial is part of the Lantern Group, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession! Sonex is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector. We partner with a number of the big energy and utility providers, helping their customers, experiencing financial and vulnerability, find the right solution based on their personal circumstances.

Background Checks

Due to the nature of our business, all offers of employment are subject to Lantern’s background and vetting checks, which include but not limited to satisfactory employment references, DBS (basic) and a credit file search.