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Ecctis Ltd; Cheltenham; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Ecctis Ltd in Cheltenham is seeking a Customer Service Adviser to join the ISG Enquiries Service Centre. You will be the first point of contact for users of our services from around the world – providing key support and information regarding our services, and application process, and anticipating their needs before, during and after submission of applications.

You will be an ambassador of high standards of customer service ensuring first-contact resolution is prioritised in all customer

Qualifications

• Experience dealing with enquiries via multiple channels
• Ability to provide helpful information and guidance to customers
• Strong customer focus with professional communication

Responsibilities

• Handling enquiries relating to individual applications via phone, live chat, emails and online messages within service levels
• Providing support and comprehensive service information and guidance to customers
• Building rapport with customers and treating all customers with respect
• Responding to customer complaints positively and proactively
• Deliver high standards of customer service and support the NPS programme
• Perform administrative tasks associated with the role

Job description

Customer Service Adviser

Company: Ecctis Ltd Salary: from £26,250 a year Hours: Full-time Location: Cheltenham, GL50 2ED Working pattern: Hybrid - 2 days remote Job type: Permanent Posting date: 1 Sept 2026 Closing date: 1 Oct 2026

The Customer Service Adviser works within our Individual Service Group (ISG) as part of the Enquiries Service Centre. They act as the first point of contact for users of our services from around the world – providing key support and information regarding our services, and application process, and anticipating their needs before, during and after submission of applications.

You will be an ambassador of high standards of customer service ensuring first-contact resolution is prioritised in all customer interactions.

- Handling enquiries relating to individual applications, via a range of communication channels, within Service Levels – including phone calls, live chat, emails and online messages

- Providing support and comprehensive service information, and guidance, to customers

- Building a rapport with customers and treating all customers with respect

- Responding to customer complaints positively and in a proactive manner

- Deliver high standards of customer service, helping Ecctis to continue to provide high standards of service as recognised through our NPS customer satisfaction programme

- Perform administrative tasks associated with the role

Service integrity:

- Following policies and procedures and adhering to GDPR principles

- Supporting with the coaching and development of colleagues, delivering feedback constructively

- Updating customer records with correct and relevant information during customer contact

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.