Customer Service Advisor

About this role

About the opportunity Imagine starting every day as a part of our Fitness & Wellbeing Enterprise vertical in our swish Newcastle Upon Tyne office, knowing you’re making a difference. As a Customer Service Advisor, you’ll be on the front lines, solving problems and enriching customer experiences—one conversation at a time. You'll be the liaison to our clients trust, helping them thrive by handling their inquiries via chat, phone, ticket and email like a pro, so they can get back to what they do best.

You will be an extension to our clients’ teams, supporting them with our comprehensive suite of technologies, payment capabilities and value-added services like, to help their businesses thrive. What You'll Do: Be the First Point of Contact : Answer calls, with a positive attitude, resolving issues on the spot. Problem-Solve Like a Pro : You’ll tackle customer queries about accounts and contracts, escalating only when absolutely necessary to your supportive Team Leader for additional guidance.

Share Learning : You’ll capture learning from queries and issues to help us with our continuous improvement, sharing your experiences with your team. Keep Things Running Smoothly : Handle overdue balances, manage client communications, and keep our systems updated with precision. Succeed Daily : Utilise our scripts and materials to achieve Xplor’s service levels and priorities, knowing the value and impact you’ve provided to our clients.

For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the Newcastle office and the rest working from home. What would make me a good candidate? We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment.

We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do. This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team. Customer Whisperer : You’re a people person with top-notch communication skills, whether on the phone, via email, or face-to-face. Problem-Solving Ace : You don’t just identify problems—you find solutions.