Customer Experience Advisor

Customer 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 con...

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