Job Description

We're looking for a confident and compassionate Customer Service Advisor to join our clients 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

What you'll do

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

What we're looking for

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

Working pattern

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