Customer Service Advisor

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

• Acting as the first point of contact for customer queries via phone and online.
• Supporting customers with faults, service requests, and technical enquiries.
• Advising on products and services including broadband, fibre, mobile, and other packages.
• Promoting services to support customer retention and satisfaction.
• Processing orders and updating customer data accurately within internal systems.
• Diagnosing issues and determining appropriate resolution or escalation.
• Ensuring all interactions are handled professionally, clearly outlining next steps.
• Maintaining up-to-date knowledge of products, procedures, and systems.
• Supporting internal teams and escalating major customer-affecting issues as needed.
• Adhering to data protection, health and safety, and security procedures.

The ideal candidate will have excellent communication and interpersonal skills, a strong customer service ethos, and the ability to work calmly under pressure. Previous experience in a customer-facing or call centre role is essential. A proactive and organised approach, combined with a willingness to work flexible shifts including evenings, weekends, and bank holidays, is required. Desirable experience includes exposure to technical support, sales, or the telecoms sector, along with a keen interest in technology and digital services.