Customer Service Advisor
First seen by Alion on Nov 11, 2026.
Customer Service Advisor
Location: Horsham
Employment Type: Permanent, or Rolling Contract
Salary: up to £26,500
Hours: 40 hours per week. Core working hours Monday-Friday 8:30am and 5:30pm, with occasional Saturday working required (9:00am-1:00pm) min 1 shift per month
About the role
As a Customer Service Advisor, you’ll be the first point of contact for our valued customers, delivering friendly, efficient, and solution-focused support. Whether it’s a billing query, a technical hiccup, or a general question, you’ll handle it with confidence, clarity, and care.
This is more than just a call centre role, it’s an opportunity to build relationships, solve problems, and make a real difference in the customer journey.
What you will be doing
· Handling inbound calls from customers with professionalism and empathy.
· Resolving billing queries and explaining charges clearly and accurately.
· Manage overflow calls from the 1st Line Technical Support team, ensuring customers receive timely assistance and support.
· Provide expert guidance and respond to a wide range of customer enquiries relating to products, services, packages, and account information.
· Resolve customer complaints efficiently and sensitively, striving to achieve first-contact resolution wherever possible.
· Accurately record all customer interactions, actions, and outcomes within the CRM system.
· Liaise with internal departments to escalate, investigate, and resolve more complex customer issues.
· Contributing to service improvement by sharing customer feedback and insights with relevant teams.
What we are looking for
· A confident and engaging communicator who enjoys building relationships and speaking with customers over the phone.
· Previous experience in a customer service or contact centre environment (telecoms a plus!)
· Strong problem-solving skills and the ability to perform effectively in a fast-paced environment.
· Excellent written and verbal communication skills, with strong attention to detail and a focus on accuracy and quality.
· Technically confident and quick to learn, with the ability to effectively navigate multiple systems, tools, and processes in a fast-paced environment.
· A supportive and dependable team player who takes initiative, embraces new challenges, and contributes positively to team success.
· Passionate about delivering exceptional customer experiences and committed to continuously improving performance and service quality.
Benefits
50% off Home Telecom broadband after probation – completely FREE after 2 years.
25 days holiday, rising to 30 days with service + bank holidays + your birthday off.
Complementary fresh fruit and breakfast bar.
Local company discounts in Horsham.
Salary sacrifice pension scheme.
Buy and sell holiday scheme.
Friday fridge (end-of-week treats).
Regular company events: summer party, Christmas party, sports day & more.
£500 refer a friend.
£250 bright ideas scheme.
Aviva Health Care – 24/7 Doctor, counselling & bereavement counselling.
Parking available free / discounted options.
Free eye care vouchers.
Death in service cover.
Ready to Join Us?
If you’re passionate about people, thrive in a fast-paced environment, and want to be part of a company that’s shaking up the telecoms industry, we’d love to hear from you.