Customer Service Advisor – Telecoms
Location: Oswestry Office-based (occasional customer site visits required)
Employment Type: Full-time
Driving Licence: Preferred but not essential
About the Role
We are looking for a friendly, proactive, and tech‑confident Customer Service Advisor to join our team in Oswestry. In this role, you will support customers with queries relating to mobile phones, telecoms services, billing, and general account management. You will handle customer interactions both face-to-face and through phone, email, and other communication channels.
This position suits someone who enjoys problem‑solving, learning new technologies, and delivering excellent customer experiences.
Key Responsibilities
Provide first‑class customer service via face‑to‑face interactions, telephone, and email.
Use company documentation and troubleshooting guides to resolve technical issues effectively.
Apply logical thinking and common sense to diagnose problems beyond standard steps.
Assist customers with mobile device setups, basic configuration, and account queries.
Maintain accurate customer records using administrative and office software.
Support day‑to‑day operational tasks, including managing customer requests, processing orders, and updating system information.
Collaborate with colleagues to ensure smooth service delivery and customer satisfaction.
Occasionally attend customer sites to provide in‑person assistance (transport provided if needed).
Essential Skills & Experience
Proficient in administrative and productivity software, particularly Microsoft Word, Excel, and PowerPoint.
Basic understanding of using iPhone and Android mobile devices.
Ability to follow structured troubleshooting steps while also thinking independently.
Strong written and verbal communication skills.
Confident engaging with customers face‑to‑face, over the phone, and via email.
Ability to multitask and manage workload in a busy environment.
Desirable (Not Essential) Skills
Understanding of different mobile network types and settings (e.g., 4G, 5G network settings).
Basic knowledge of business telephone systems or VoIP.
Experience using social media platforms (Facebook, Instagram, X) in a business context.
Experience designing marketing materials such as flyers or leaflets.
UK driving licence.
What We Offer
A supportive and friendly working environment.
Opportunities to grow your technical and customer service skills.
Training provided for telecoms knowledge and systems.