Customer Service Advisor

Xplor; Newcastle upon Tyne; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Parental Leave

Volunteer days

Diversity & Inclusion

Mental health support

Flexible working

Job summary

Xplor is seeking a Customer Service Advisor in Newcastle upon Tyne to be the frontline contact for our clients across chat, phone, ticket and email channels. You will resolve inquiries, manage accounts, and support clients using our technology suite to help their businesses thrive.

Join a fast-paced, values-driven team that prioritises customer outcomes, continuous learning, and collaboration. This role offers a full-time, office-based position with opportunities to grow within Xplor's global

Qualifications

• People-focused communicator with strong verbal and written skills.
• Able to identify problems and propose practical solutions.
• Attention to detail and clear documentation of issues.
• Collaborative mindset and willingness to help teammates.
• Thrives in fast-paced environments with changing priorities.

Responsibilities

• Be the first point of contact for customers via chat, phone, email, and tickets.
• Resolve issues on the spot and escalate only when necessary to the Team Leader.
• Capture learnings from queries to aid continuous improvement.
• Maintain accurate client communications and keep systems up to date.
• Follow scripts and processes to meet service levels and add value to clients.

Skills

Customer Whisperer

Problem-Solving Ace

Detail-Oriented Dynamo

Team Player Extraordinaire

Adaptability

Job description

Location: Newcastle upon Tyne, UK
Type: Full-time
Company: Xplor

About Us:

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.

We are unified by our purpose of helping people to succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Our Team And Why You’ll Love it Here:

Imagine starting every day as a part of our Fitness & Wellbeing Enterprise vertical in our swish Newcastle Upon Tyneoffice, knowing you’re making a difference. As a Customer Service Advisor, you’ll be on the front lines, solving problems and enriching customer experiences—one conversation at a time. You'll be the liaison to our clients trust, helping them thrive by handling their inquiries via chat, phone, ticket and email like a pro, so they can get back to what they do best.

You will be an extension to our clients’ teams, supporting them with our comprehensive suite of technologies, payment capabilities and value-added services like, to help their businesses thrive.

What You'll Do:

• Be the First Point of Contact: Answer calls,with a positive attitude, resolving issues on the spot.
• Problem-Solve Like a Pro: You’ll tackle customer queries about accounts and contracts, escalating only when absolutely necessary to your supportive Team Leader for additional guidance.
• Share Learning: You’ll capture learning from queries and issues to help us with our continuous improvement, sharing your experiences with your team.
• Keep Things Running Smoothly: Handle overdue balances, manage client communications, and keep our systems updated with precision.
• Succeed Daily: Utilise our scripts and materials to achieve Xplor’s service levels and priorities, knowing the value and impact you’ve provided to our clients.

Qualifications

What We’re Looking For:

• Customer Whisperer: You’re a people person with top-notch communication skills, whether on the phone, via email, or face-to-face.
• Problem-Solving Ace: You don’t just identify problems—you find solutions.
• Detail-Oriented Dynamo: You spot the small stuff and document it clearly.
• Team Player Extraordinaire: You know when to roll up your sleeves and dive in.
• Adaptability: Fast-paced environments, with no two days being the same? Bring it on

Additional Information

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

We make it a priority to respond to every applicant.