Customer Service Advisor (Hybrid)

About the role

The Customer Service Advisor will be the first point of contact for customers, delivering support across a range of products. Based in Godalming with a hybrid working model, the role focuses on providing accurate information and resolving queries promptly.

Key responsibilities

• Handle inbound and outbound calls and emails from customers.
• Provide accurate product information at all times.
• Resolve customer queries efficiently and professionally, escalating when necessary.
• Maintain up‑to‑date knowledge of company products and procedures.
• Accurately update customer records and follow up on outstanding issues.
• Promote additional products and services where appropriate, adhering to compliance standards.
• Meet individual and team KPIs related to service quality, call handling time, and customer satisfaction.

Required profile

• Previous customer service experience, preferably in insurance or financial services.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and a customer‑first mindset.
• Ability to work independently and as part of a team.
• Attention to detail and strong organisational skills.
• GCSEs (or equivalent) in English and Maths.
• Knowledge of FCA regulations (desirable but not essential).

Required skills

• Experience using CRM systems.

What we offer

• Competitive salary £24,000‑£26,000 per year plus performance‑related bonus.
• Full training and support for career development.
• Wellness and mental‑health support programmes.
• Opportunities for internal progression.