Customer Service Advisor

Xplor; Newcastle upon Tyne; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Paid Parental Leave

GiveBackDays – volunteer days

Diversity & Inclusion initiatives

Free mental health support

Flexible working arrangements

Job summary

Xplor in Newcastle upon Tyne is seeking a Customer Service Advisor to join our frontline team. You will handle inquiries across chat, phone, ticket, and email, resolving issues on the spot and supporting accounts and contracts to keep client interactions smooth.

You’ll follow our scripts to meet service levels, collaborate with a supportive Team Leader, and contribute to ongoing improvement while building strong relationships with clients.

Qualifications

• Excellent communication skills across calls, chat, email and tickets.
• Ability to resolve issues promptly and accurately.
• Strong attention to detail and documentation.

Responsibilities

• Be the First Point of Contact: answer calls and messages with a positive attitude and resolve issues on the spot.
• Problem-Solve Like a Pro: address queries about accounts and contracts, escalating when necessary.
• Share Learning: capture learnings from inquiries to aid continuous improvement.
• Keep Things Running Smoothly: manage overdue balances and keep client communications and systems updated.

Skills

First point of contact

Communication

Problem-solving

Detail-oriented

Team player

Adaptability

Job description

Customer Service Advisor

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.

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.

Job Description

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.

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

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

More about us

More than 130,000 businesses in 72+ countries rely onXplorto run their day and get paid, processing over $47 billion in payments annually.Ourconnected ecosystemhelps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplorisbacked by world-class investorsAdvent 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.

To learn more about usand our products, please visit xplor.com/careers/.

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

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 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