Customer Service Advisor

Guidant Global; Ribble Valley; Remote; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Comprehensive induction

Travel to Coventry for coaching (as/if

Supportive team environment

Job summary

Guidant Global is recruiting Customer Service Advisors to support a busy contact operation handling travel cards, ticketing, refunds and general customer support from home in the United Kingdom.

You will be the first point of contact across multiple channels, delivering accurate information and guidance while resolving queries efficiently. Training runs for two weeks with the possibility of travel to Coventry for coaching.

Qualifications

• Excellent verbal communication skills.
• Strong written communication and letter-writing abilities.
• Good reading and comprehension skills.
• Strong attention to detail.
• Ability to use computer systems and multiple applications.
• Follow processes and business rules accurately.
• Problem-solving capability and sound judgement.
• Customer-focused and resilient.

Responsibilities

• Handle inbound customer enquiries via telephone.
• Manage written correspondence, including emails and online enquiries.
• Investigate customer queries and complaints.
• Process refund requests and resolve fare-related enquiries.
• Maintain accurate customer records.
• Provide clear and accurate information to customers.
• Follow business processes, procedures and service standards.
• Support telephony and correspondence workstreams as required.

Skills

Verbal communication

Written communication

Attention to detail

Problem solving

Empathy

Teamwork

Calm under pressure

Computer skills

Job description

Customer Service Advisor (Home-Based)

Contract Details

• Start Date: 16 November 2026
• Contract End Date: 05 February 2027
• Hours: 37.5 hours per week
• Contract Type: Fixed Term / Temporary

About the Role

We are recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries relating to travel cards, ticketing, refunds, complaints and general customer support. As the first point of contact for customers, you will deliver exceptional service across multiple channels, helping customers resolve queries efficiently while providing accurate information and guidance. This is primarily a home-based role; however, advisors must be able to travel to Coventry if additional training, coaching or support is required.

Key Responsibilities

• Handling inbound customer enquiries via telephone.
• Managing written correspondence, including emails and online enquiries.
• Investigating customer queries and complaints.
• Processing refund requests and resolving fare-related enquiries.
• Maintaining accurate customer records.
• Providing clear and accurate information to customers.
• Following business processes, procedures and service standards.
• Supporting both telephony and correspondence workstreams as required.

Successful candidates will demonstrate:

• Excellent verbal communication skills.
• Strong written communication and letter-writing abilities.
• Good reading and comprehension skills.
• Strong attention to detail.
• Confidence using computer systems and multiple applications.
• Ability to follow processes and business rules accurately.
• Problem-solving capability and sound judgement.
• Professional, positive and customer-focused approach.
• Ability to remain calm under pressure.
• Empathy, resilience and a team-oriented attitude.

Essential Requirements

• Previous customer service experience.
• Ability to work across both telephone and correspondence-based activities.
• Basic mathematical skills, particularly when working with calculations and customer refunds.
• Flexibility to work rotating shifts, including weekends.
• Ability to commit fully to the training programme.
• Candidates must successfully complete and pass a basic mathematical assessment before submission.

Training Programme

• Training will run for 2 weeks, Monday to Friday:
• 09:00 to 17:00
• Comprehensive induction and systems training
• Product and process knowledge
• Query handling and customer service training
• Supervised live customer interactions
• Once training is completed, advisors will move directly into the live environment with additional support available during their first week.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy