Customer Service Advisor

Telecom Acquisitions Limited; Horsham; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

50% off broadband

25 days holiday

Salary sacrifice pension

Free eye care

Birthdays off

Company events

Refer a friend bonus

Aviva Health Care

Job summary

Telecom Acquisitions Limited in Horsham is seeking a Customer Service Advisor to be the first point of contact for customers. You will handle a range of inquiries, from billing to technical questions, delivering friendly, efficient, and solution-focused support.

This role goes beyond a typical call centre, offering the chance to build relationships and improve the customer journey. You will manage inbound calls, resolve issues, and collaborate with internal teams to achieve first-contact

Qualifications

• Experience in customer service or contact centre settings; telecoms knowledge is a plus.
• Strong communication and interpersonal skills with a friendly, professional phone manner.
• Ability to learn quickly and navigate multiple systems and tools.

Responsibilities

• Handle inbound calls from customers with empathy and professionalism.
• Resolve billing queries and explain charges clearly.
• Assist with overflow calls from 1st Line Technical Support.
• Provide guidance on products, services, packages, and account details.
• Record interactions and outcomes accurately in the CRM.
• Collaborate with internal teams to escalate and resolve complex issues.
• Contribute customer feedback to service improvements.

Skills

Customer service

Communication skills

Problem solving

Tech savvy

Team player

Tools

CRM systems

Telephone systems

Job description

Location: Horsham

Employment Type: Permanent, full-time

Salary: Competitive

Hours: 40 hours per week. Core working hours Monday-Friday (varying working patterns available between 8:30am and 5:30pm, 10:00am-7:00pm & 11:00am-8:00pm ) with occasional Saturday working required (9:00am-1:00pm) min 1 shift per month

About The Role

As a Customer Service Advisor, you'll be the first point of contact for our valued customers, delivering friendly, efficient, and solution-focused support. Whether it's a billing query, a technical hiccup, or a general question, you'll handle it with confidence, clarity, and care.

This is more than just a call centre role, it's an opportunity to build relationships, solve problems, and make a real difference in the customer journey.

What You Will Be Doing

• Handling inbound calls from customers with professionalism and empathy.
• Resolving billing queries and explaining charges clearly and accurately.
• Manage overflow calls from the 1st Line Technical Support team, ensuring customers receive timely assistance and support.
• Provide expert guidance and respond to a wide range of customer enquiries relating to products, services, packages, and account information.
• Resolve customer complaints efficiently and sensitively, striving to achieve first-contact resolution wherever possible.
• Accurately record all customer interactions, actions, and outcomes within the CRM system.
• Liaise with internal departments to elevate, investigate, and resolve more complex customer issues.
• Contributing to service improvement by sharing customer feedback and insights with relevant teams.

What We Are Looking For

• A confident and engaging communicator who enjoys building relationships and speaking with customers over the phone.
• Previous experience in a customer service or contact centre environment (telecoms a plus!)
• Strong problem-solving skills and the ability to perform effectively in a fast-paced environment.
• Technically confident and comfortable navigating multiple systems and tools.
• A supportive and dependable team player who takes initiative and embraces new challenges with enthusiasm.

Benefits

• Passionate about consistently delivering exceptional customer experience.
• 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 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.