Customer Service Advisor

About the role

We are looking for a motivated Customer Service Advisor to join our Stroud office. You will deliver high‑quality support across multiple channels, including phone, email, live chat and our mobile app, ensuring customers receive fast and accurate resolutions.

Key responsibilities

• Handle inbound and outbound customer interactions via telephone, email, live chat and app.
• Achieve service‑level and resolution targets while maintaining first‑contact resolution where possible.
• Process home moves, billing queries, pay‑as‑you‑go issues and manage unbilled accounts.
• Take ownership of complaints, resolve them within agreed timeframes and ensure customer satisfaction.
• Collaborate with internal teams to complete requests accurately and on time.
• Maintain accurate customer account information and ensure compliance with DPA and GDPR.

Required profile

• Enthusiastic and proactive with a strong customer‑focused attitude.
• Excellent problem‑solving skills and the ability to work independently under tight deadlines.
• Strong interpersonal skills and the ability to influence across departments.
• Motivated to learn and improve processes continuously.

Required skills

What we offer

• Hybrid working model with office‑based days in Stroud.
• Healthcare plan, life assurance and generous pension contribution.
• 25 days holiday plus bank holidays, with the option to buy or sell days.
• Volunteer day, company discounts, cycle‑to‑work scheme and onsite parking.
• Support for the Group Environmental Policy and sustainability initiatives.