Customer Service Advisor

We're looking for a confident and compassionate Customer Service Advisor to join our client's team. In this role, you'll support customers with their enquiries, process updates to accounts, and ensure all interactions are compliant, accurate, and delivered with empathy.
You'll be the first point of contact for customers who want to update their plan, ask questions, or make a payment, helping them feel supported and reassured throughout the process.
This role is Monday-Friday 9:00 - 5:00

• Handle inbound calls from customers
• Respond to general enquiries with empathy, professionalism, and clarity
• Process change of address requests and other account updates accurately
• Take payments and update customer records in line with internal processes
• Maintain accurate notes and ensure all interactions meet FCA regulatory requirements
• Use internal systems and databases to record information and support customer needs

• Experience working in an FCA regulated environment or with customer data
• Strong communication and customer service skills
• Ability to support customers through sensitive conversations with empathy
• High attention to detail and accuracy when processing information
• Confidence using multiple IT systems
• Ability to work independently as well as collaboratively within a supportive team

• Monday to Friday, daytime hours
• Initially office based
• After three months of satisfactory performance, hybrid working becomes available:
  • 2 days in the office
  • 3 days working from home
• Option to work additional office days if preferred

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.