Customer Service Advisor

Hollybank Trustees Ltd; Horsham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

50% broadband discount

25 days holiday

Fruit & breakfast bar

Local discounts Horsham

Salary sacrifice pension

Buy/Sell holidays

Friday fridge

Company events

Health care plan

Free parking

Eye care vouchers

Death in service

Job summary

Hollybank Trustees Ltd in Horsham is seeking a Customer Service Advisor. You will be the first point of contact for customers, handling billing queries, technical queries, and general questions with a focus on clear and friendly support.

This role is on-site in Horsham, with core hours 40 per week, and occasional Saturday shifts. It offers a supportive environment, perks, and opportunities to improve the customer journey within a growing telecoms business.

Qualifications

• Experience in customer service or contact centre is preferred.
• Ability to handle billing and technical queries with clarity.
• Comfort navigating multiple systems and tools.

Responsibilities

• Handle inbound calls with professionalism and empathy.
• Resolve billing queries and explain charges clearly.
• Manage overflow calls from 1st Line Technical Support.
• Record interactions in the CRM system accurately.
• Escalate complex issues to relevant teams and follow up.

Skills

Customer service

Telecoms knowledge

CRM software

Problem solving

Communication skills

Tools

Phone system

CRM platforms

Job description

Location: On site / Piries Pl, Horsham RH12 1EH, UK
job type: Permanent / Full-time
Sector and subsector: Utilities | Telecoms
Salary: Competitive salary

Customer Service Advisor

Location: Horsham

Employment Type: Permanent, full-time

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 escal, 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.
• 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

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?

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.