Customer Service Advisor

Telecom Acquisitions Limited; Horsham; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Competitive base salary and commission

25 days holiday increasing up to 30

Birthday leave

50% off broadband after probation

Free broadband after 2 years

Local discounts in Horsham

Salary sacrifice pension scheme

Aviva Smart Health

Death in service

Regular team socials and recognition

Job summary

Telecom Acquisitions Limited in Horsham is seeking a Customer Service Advisor to be the first point of contact for customers, delivering friendly, solution-focused support for billing queries, technical issues, and general questions.

You will work in a busy environment, logging interactions in our CRM, collaborating with internal teams, and contributing to service improvements while earning a competitive base salary with commission.

Qualifications

• Previous experience in a customer service or contact centre environment.
• Ability to handle billing queries and explain charges clearly.
• Tech-savvy and comfortable navigating multiple systems.

Responsibilities

• Handling inbound calls from customers with professionalism and empathy.
• Resolving billing queries and explaining charges clearly and accurately.
• Managing overflow calls from 1st line technical support, ensuring no customer is left waiting.
• Responding to general enquiries about services, packages, and account details.
• Handling complaints with tact and urgency, aiming for first-contact resolution.
• Logging all interactions in our CRM system with precision and detail.
• Collaborating with internal teams to elevate and resolve complex issues.
• Contributing to service improvement by sharing customer feedback and insights.

Job description

Location: Horsham | Full-Time | Permanent | Commission + Benefits

Join one of the UK's fastest-growing telecom providers and become the voice of exceptional customer care. At Telecom Acquisitions Ltd (TAL), we don't just connect homes-we connect people with outstanding service.

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
• Managing overflow calls from 1st line technical support, ensuring no customer is left waiting
• Responding to general enquiries about services, packages, and account details
• Handling complaints with tact and urgency, aiming for first-contact resolution
• Logging all interactions in our CRM system with precision and detail
• Collaborating with internal teams to elevate and resolve complex issues
• Contributing to service improvement by sharing customer feedback and insights

What We Are Looking For

• A natural communicator with a warm, confident phone manner
• Previous experience in a customer service or contact centre environment (telecoms a plus!)
• Strong problem-solving skills and the ability to stay calm under pressure
• Tech-savvy and comfortable navigating multiple systems
• A team player with a proactive, can-do attitude
• Passionate about delivering a 5-star customer experience

Benefits

• Competitive base salary and commission
• 25 days holiday increasing up to 30 days based on length of service and bank holidays
• Birthday leave
• 50% off broadband after probation and free after 2 years
• Local discounts in Horsham
• Salary sacrifice pension scheme
• Aviva Smart Health
• Death in service
• Regular team socials and recognition rewards