Hybrid Customer Service Advisor - Frontline Support

Xplor; Newcastle upon Tyne; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Paid Parental Leave

Volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor is looking for a Customer Service Advisor in Newcastle upon Tyne to be the frontline point of contact for our clients across chat, phone, ticket and email. You’ll resolve issues on the spot, manage accounts and contracts, and help clients thrive by delivering consistent, high-quality service.

You will join a team that emphasises learning, process improvement and collaboration, with a hybrid work pattern that combines three days in the Newcastle office and remote days.

Qualifications

• Curious and empathetic people who value meaningful work.
• Motivated by helping others and improving customer experiences.
• Excellent communication across phone, chat, email and ticketing systems.
• Ability to document issues clearly and share learnings with the team.
• Comfortable in fast-paced, evolving environments with ambiguity.

Responsibilities

• Be the first point of contact: answer calls and resolve issues on the spot.
• Problem-solve customer queries about accounts and contracts, escalate when needed.
• Capture learning from queries to improve processes and share with the team.
• Manage overdue balances and client communications, keeping systems updated.
• Utilise scripts to meet Xplor’s service levels and priorities.

Skills

Customer service

Communication

Problem solving

Detail oriented

Team player

Adaptability

Job description

Xplor is looking for a Customer Service Advisor in Newcastle upon Tyne to be the frontline point of contact for our clients across chat, phone, ticket and email. You’ll resolve issues on the spot, manage accounts and contracts, and help clients thrive by delivering consistent, high-quality service.

You will join a team that emphasises learning, process improvement and collaboration, with a hybrid work pattern that combines three days in the Newcastle office and remote days.