Customer Service Advisor

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

Benefits offered by this job

Broadband discount

Holiday allowance

Free fruit & breakfast

Local discounts Horsham

Pension scheme

Holiday trading

End-of-week treats

Company events

Refer a friend bonus

Bright ideas bonus

Health care

Parking options

Eye care vouchers

Death in service

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 billing queries, technical questions and everyday inquiries with empathy and clarity in a fast-paced environment.

The role involves 40 hours per week with core hours Monday-Friday (8:30am-5:30pm) and occasional Saturdays (9:00am-1:00pm). A focus on first-contact resolution and CRM documentation is essential.

Qualifications

• 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.

Responsibilities

• 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 investigate, and resolve more complex customer issues.
• Contributing to service improvement by sharing customer feedback and insights with relevant teams.

Skills

Customer service

Communication

Problem solving

Team player

Technical proficiency

Tools

CRM system

Multiple systems

Job description

Location: Horsham

Employment Type: Permanent, full-time

Salary: Competitive

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

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 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

Ready to Join Us?

If you're passionate about people, thrive in a fast-paced environment, and want to be part of a company that's shaking up the telecoms industry, we'd love to hear from you.