Customer Service Advisor

Telecom Acquisitions Limited; Horsham; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

50% home broadband discount

25 days holiday (30 with service)

Pension scheme

Company events

Free eye care vouchers

Birthday off

Parking

Discounts in Horsham

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 deliver friendly, solution-focused support across billing, technical queries, and general questions, aiming for first-contact resolution where possible.

Key duties include handling inbound calls, explaining charges clearly, recording interactions in the CRM, and collaborating with internal teams to resolve complex issues. A competitive benefits package is offered.

Qualifications

• Experience in customer service or contact centre is preferred.
• Strong verbal and written communication with accuracy and quality.
• Ability to learn systems and processes quickly.

Responsibilities

• Handle inbound calls from customers with empathy and professionalism.
• Resolve billing queries and explain charges clearly.
• Support 1st Line Technical Support overflow calls as needed.
• Provide guidance on products, services, packages, and accounts.
• Record interactions and outcomes in the CRM system.
• Escalate complex issues to appropriate internal teams.
• Contribute feedback for service improvement.

Skills

Customer service

Phone communication

Problem solving

Attention to detail

Team player

Adaptability

Job description

Location: Horsham
Employment Type: Permanent, or Rolling Contract
Salary: up to £26,500
Hours: 40 hours per week. Core working hours Monday-Friday 8:30am and 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 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.
• Excellent written and verbal communication skills, with strong attention to detail and a focus on accuracy and quality.
• Technically confident and quick to learn, with the ability to effectively navigate multiple systems, tools, and processes in a fast-paced environment.
• A supportive and dependable team player who takes initiative, embraces new challenges, and contributes positively to team success.
• Passionate about delivering exceptional customer experiences and committed to continuously improving performance and service quality.

Benefits

• 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.