Customer Service Advisor

OpenFix Ltd; Newcastle-under-Lyme; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Comprehensive training

Job summary

OpenFix Ltd in Newcastle-under-Lyme is seeking a Customer Service Advisor for our office-based team. You’ll be the main contact for customers, onboarding new signups, explaining plans, updating details, and handling payments and cancellations, always following our terms and GDPR requirements.

This 40-hour week runs Monday to Saturday on a rotating shift from 8:00 AM to 7:00 PM. The role offers a salary between £26,500 and £30,000 per year, a workplace pension, and comprehensive training to get

Responsibilities

• Onboard New Customers: Assist prospective customers with signing up, clearly explaining our plans, benefits and key terms to help them choose the right plan.
• Support Existing Customers: Handle general customer service enquiries and everyday account administration, including updating customer details, making changes to plans and helping customers bring missed payments up to date.
• Handle Cancellation Enquiries: Assist customers who are considering cancelling by understanding their circumstances, answering their questions and discussing the available options, helping them remain with OpenFix where appropriate.
• Resolve Customer Concerns: Listen carefully to customer issues, provide clear and practical solutions, and handle complaints professionally in line with our processes.
• Deliver Excellent Service: Communicate with empathy, clarity and confidence across every interaction, while maintaining accurate records and following GDPR and company confidentiality requirements.
• Engineer Communication: Appoint engineers and track jobs all the way through, holding firm, professional conversations with engineers to ensure they turn up, do the job right, and charge fairly.

Job description

Office-based in Newcastle-under-Lyme. All applicants must currently live within a 30-minute commute.

About OpenFix:

At OpenFix, we are a fast-growing, independent business. We protect what matters most by providing high-quality home repair service plans that keep our customers' heating, plumbing, and home systems running smoothly.

We have an established customer base and are looking for sharp, organised people to deliver professional customer service . We believe in open communication, quick problem-solving, and building a motivated team of people who take pride in their work and appreciate a supportive, fast-paced environment.

Is This the Right Fit for You?

Before you apply, we want to be completely transparent about the environment. We value consistency and clear standards, so this role is perfect for you if:

• You thrive in an office environment: We are a fully office-based team. We value real-time collaboration, face-to-face support, and the energy of working together daily.
• You value consistency: You understand that sticking to established processes ensures we treat every customer fairly. You can hold your ground and have professional conversations because you know that staying in line with our terms and conditions protects our entire community.
• You are a natural problem solver: If an engineer isn't immediately available, you won't just wait for the system to update. You’ll be proactive picking up the phone to source, negotiate with, and secure new contractors to cover the emergency.
• You are comfortable with our rota: You are happy working a rotating shift pattern (operating hours 8:00 AM to 7:00 PM, 40 hours per week between Monday and Saturday). Because our customers need us year-round, we also cover standard Bank Holidays on a rota—if you work a Bank Holiday, that day remains in your holiday pot to book off at another time instead.

What We Offer:

• Competitive Salary: An annual salary of £26,500 to £30,000 per annum (dependent on experience).
• Holiday Entitlement: 28 days total annual holiday entitlement.
• Location: We are fully office-based at the Landmark Business Centre in Newcastle-under-Lyme, Stoke-on-Trent.
• Plus: Workplace pension scheme and comprehensive training to get you up to speed.

The Role: What You’ll Actually Be Doing

As a Customer Service Advisor, you’ll be one of the main points of contact for our customers, helping them throughout every stage of their relationship with OpenFix.

• Onboard New Customers: Assist prospective customers with signing up, clearly explaining our plans, benefits and key terms to help them choose the right plan.
• Support Existing Customers: Handle general customer service enquiries and everyday account administration, including updating customer details, making changes to plans and helping customers bring missed payments up to date.
• Handle Cancellation Enquiries: Assist customers who are considering cancelling by understanding their circumstances, answering their questions and discussing the available options, helping them remain with OpenFix where appropriate.
• Resolve Customer Concerns: Listen carefully to customer issues, provide clear and practical solutions, and handle complaints professionally in line with our processes.
• Deliver Excellent Service: Communicate with empathy, clarity and confidence across every interaction, while maintaining accurate records and following GDPR and company confidentiality requirements.
• Engineer Communication: Appoint engineers and track jobs all the way through, holding firm, professional conversations with engineers to ensure they turn up, do the job right, and charge fairly.

The Perfect Candidate Ticks These Boxes:

We care about character, focus, and attitude. You’re perfect for this if:

• You're a People Person: You naturally connect with people, build rapport instantly, and genuinely love talking on the phone.
• You Care About the Details: You take pride in accuracy, you notice the little things, and you can strictly follow core operational processes.
• You’re Tech-Fluent: We use modern CRM platforms, billing software, and custom internal tech. To pass our training and thrive here, you need to be someone who picks up new software easily and can navigate between multiple web apps quickly and accurately under pressure.
• You're Committed to Growth: You want a stable, rewarding role where you can become a true expert in what you do, challenge yourself daily, and grow your skills alongside an expanding business.

We take great care in building our team and select candidates based on alignment with our values, character, and problem-solving skills. Our process follows a deliberate path:

Stage 1: Initial Interest

Stage 2: The OpenFix Candidate Assessment

You will receive an invitation containing a unique link to our official candidate questionnaire. This is an essential step designed to let you showcase your practical logic, software fluency, and communication style.

Stage 3: Performance Scoring and Analysis

Completed assessments are processed through our evaluation system, where answers are scored against our core benchmarks for quality, detail, and problem-solving.

Stage 4: Group Assessment Session

Shortlisted candidates will be invited to attend an in-person Group Assessment Session at our office. The session will last approximately half a day and will include a combination of practical assessments and group-based activities relevant to the role.

Stage 5: Final Online Interview

Candidates who successfully progress from the Group Assessment Session will be invited to a short online one-to-one final interview. This is an opportunity to get to know you a little better, discuss the role in more detail and answer any final questions you may have.

Please Note: We place a high value on thoroughness. Completing the assessment is the required gateway to be considered for a role, ensuring that we invest our time with candidates who are genuinely invested in joining OpenFix.