Contact Centre Service Advisor (Customer Support)

TL;DR

Contact Centre Service Advisor (Customer Support): Handling complex customer enquiries and complaints for a leading telecommunications provider with an accent on first-time resolution and NPS. Focus on resolving challenging situations, managing escalated concerns, and identifying sales opportunities through service.

Location: Hybrid (Newcastle Upon Tyne), minimum 2 days per week on site; Training is 100% face-to-face in the office.

Salary: £26,728 per annum

Company

A leading global media and telecommunications company providing television, broadband, and mobile services.

What you will do

• Handle a mix of inbound and outbound customer contacts to resolve queries and proactively follow up on ongoing issues.
• Manage complex and escalated customer concerns with full ownership and professionalism.
• Deliver against key KPIs, including First Time Resolution (FTR), NPS, quality, productivity, and Sales Through Service (STS).
• Identify opportunities to add value through customer conversations and Sales Through Service.
• Investigate queries in detail to understand the full picture and determine the right resolution.
• Take end-to-end ownership of customer cases, ensuring clear communication and timely resolution.

Requirements

• Proven experience delivering against customer service and sales KPIs.
• Confidence in handling complex or sensitive customer interactions while remaining calm and solution-focused.
• Excellent communication skills with the ability to build trust and manage difficult conversations.
• A proactive mindset with strong ownership, accountability, and attention to detail.
• Ability to attend mandatory 9-week face-to-face training in the office (no holidays allowed during this period).

Culture & Benefits

• Free hirify.global TV, along with discounted broadband, hirify.global Glass, and mobile services.
• Private healthcare and Digital GP via Aviva, plus dental and other healthcare options.
• Subsidised onsite gym, cycle to work scheme, and access to a hirify.global Glass lounge.
• Comprehensive hirify.global pension plan and Life Assurance.
• Annual Sharesave scheme and long service awards.
• Onsite facilities including a subsidised canteen, pool table, and bike storage.