Customer Service Advisor

Leapfrog Limited; United Kingdom; On-site; GBP 22,000 - 32,000; Full time

Job summary

Leapfrog Limited is seeking a proactive Customer Experience professional to respond to enquiries, resolve issues, and provide information on products and services. You will maintain professional support across multiple channels and help ensure a high standard of service.

The role focuses on clear communication, active listening, and ownership of customer issues, with opportunities to promote suitable products while adhering to regulatory and data protection requirements.

Qualifications

• Previous customer-facing experience.
• Strong communication and listening skills.
• Ability to explain technical information clearly.
• Organised with attention to detail.

Responsibilities

• Respond to inbound and outbound customer enquiries by telephone and online channels.
• Provide professional support with general enquiries, technical faults and service requests.
• Assist customers with mobile, broadband, fibre and other telecommunications products and services.
• Explain product information, service options and technical matters clearly and accurately.
• Identify opportunities to promote suitable products and services while maintaining a customer-focused approach.
• Take ownership of customer issues and ensure enquiries are progressed through to resolution.
• Diagnose and troubleshoot routine service faults, aiming to resolve issues at first contact where possible.
• Escalate more complex technical issues to the relevant teams.
• Process customer orders, registrations and service requests accurately.
• Maintain up-to-date customer records and information within internal systems.
• Keep customers informed of progress, next steps and expected timescales.
• Liaise with Engineering and Product teams regarding significant service issues.
• Support customer retention by delivering a positive and professional service experience.
• Ensure compliance with relevant regulatory, data protection and information security requirements.
• Complete general administration and reporting tasks as required.

Skills

Customer-facing

Communication

Listening skills

Problem-solving

Ownership

Teamwork

Under pressure

Technical interest

Job description

Join a collaborative Customer Experience team where you'll play an important role in delivering a high standard of service. You'll respond to customer enquiries, help resolve technical issues and provide information on products and services while ensuring every customer receives clear and professional support. Strong listening skills and a proactive approach will be essential.

Duties for this role include, but are not limited to:

• Respond to inbound and outbound customer enquiries by telephone and online channels.
• Provide professional support with general enquiries, technical faults and service requests.
• Assist customers with mobile, broadband, fibre and other telecommunications products and services.
• Explain product information, service options and technical matters clearly and accurately.
• Identify opportunities to promote suitable products and services while maintaining a customer-focused approach.
• Take ownership of customer issues and ensure enquiries are progressed through to resolution.
• Diagnose and troubleshoot routine service faults, aiming to resolve issues at first contact where possible.
• Escalate more complex technical issues to the relevant teams.
• Process customer orders, registrations and service requests accurately.
• Maintain up-to-date customer records and information within internal systems.
• Keep customers informed of progress, next steps and expected timescales.
• Liaise with Engineering and Product teams regarding significant service issues.
• Support customer retention by delivering a positive and professional service experience.
• Ensure compliance with relevant regulatory, data protection and information security requirements.
• Complete general administration and reporting tasks as required.

Skills / Qualifications

The ideal candidate will have previous customer-facing experience, with a genuine passion for delivering excellent service and resolving customer enquiries. You'll have strong communication and listening skills, a professional telephone manner and the ability to explain technical information clearly and simply. Excellent organisation, attention to detail and a proactive approach to problem-solving are essential, alongside the confidence to take ownership of customer issues and work effectively under pressure. An interest in technology and telecommunications is important, while previous technical support or sales experience would be advantageous. You'll be adaptable, approachable and comfortable working both independently and as part of a team, including shifts outside standard office hours.

For a full job description or further information on this role please call 711188 , or email [e-mail].