Full job descriptionCustomer Experience Advisor
Location: Horsham
Employment Type: Permanent, full-time
Salary: Competitive
Hours: 40 hours per week. Core working hours Monday-Friday (8:30am-5:30pm) with occasional Saturday working required (9:00am-1.00pm) min 1 shift per month


About the role
We’re growing our Customer Promotions Team and looking for confident, engaging Customer Experience Advisors who enjoy building relationships and identifying sales opportunities.
You’ll be calling newly acquired customers within 24 hours of their original broadband purchase to make sure they’re fully set up for success and to offer additional products and services they may have missed at the point of sale. These include:
· 24/7 UK-based technical support.
· Upgraded, high-performance routers.
· Priority installation booking.
· Exclusive third-party energy services.
· Other value-adding enhancements that improve their overall experience.
Your goal is simple: build rapport, understand customer needs, and match them with products that genuinely make their lives easier.


What you will be doing
· Calling new customers to welcome them on board and introduce additional service options.
· Identifying customer needs and recommending relevant upgrades.
· Provide ongoing support throughout the customer journey, identifying upgrade and cross selling opportunities across a range of products and services.
· Clearly explaining product benefits in a friendly, confident manner.
· Proactively retain customers approaching contract expiry or considering cancellation by identifying their needs and presenting tailored solutions.
· Collecting payments and calculating home move fees.
· Accurately record all customer interactions, actions, and outcomes within the CRM system.
· Contributing to service improvement by sharing customer feedback and insights with relevant teams.
· Representing our brands with warmth, clarity, and enthusiasm.


What we are looking for
· Target driven, able to work towards individual and team performance goals while maintaining a strong focus on high-quality customer experience.
· A confident and engaging communicator who enjoys building relationships and speaking with customers over the phone.
· Previous telesales, sales, or customer service experience is advantageous, though not essential, as full training will be provided.
· Strong rapport-building skills, with the ability to quickly establish trust and handle objections professionally and confidently.
· A proactive problem solver with excellent attention to detail and the ability to identify effective solutions for customers.
· A positive, resilient attitude with a willingness to learn, embrace feedback, and continuously develop new skills and knowledge.


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 drinks 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.