Overview
Customer Service Advisor – Onsite – Shoreham-by-Sea, near Brighton. This is a full-time role, Monday to Friday, 9:00 am – 5:30 pm. You will join a small, supportive customer service team reporting to the Customer Service Supervisor. The company helps people achieve health and fitness goals from home, with high-quality home fitness equipment and a focus on wellbeing. As the business grows, there is a new brand direction, a revamped website, and an evolving product range.
Responsibilities
* Handle customer enquiries via phone, email, and live chat as part of a small team of three Customer Service Advisors.
* Guide customers through purchase decisions when appropriate and support them after purchase, maintaining high service standards reflected in Trustpilot ratings.
* Use troubleshooting guides to identify issues and arrange solutions for customers.
* Organise exchanges, spare parts, engineer visits, or practical advice as needed.
* Liaise with couriers, engineers, and warehouse staff to ensure customers receive what they need.
* Assist showroom visitors, provide tours, and ensure displays are maintained.
* Collaborate with Operations and Technical teams to resolve queries.
* Log all work accurately in the CRM system.
* Occasionally process website orders.
* Know when to escalate issues to ensure fast resolution.
* Provide support in the warehouse during busy periods.
Requirements
Must-haves:
* Previous experience as a Customer Service Advisor supporting customers via phone and email.
* Excellent written and spoken English.
* Ability to remain calm and professional under pressure.
* Strong customer-first attitude with examples of turning difficult situations into positive outcomes.
* Experience exceeding customer expectations and multitasking in a busy environment while meeting targets.
* Practical mindset to understand and resolve customer issues.
* Willingness to learn about new products, with examples of how you’ve done this in the past.
* Strong administrative skills and proficiency with standard office software.
* Interest in working for a smaller company with an understanding of how this differs from a corporate environment.
Nice-to-haves:
* Experience supporting hardware or technical products.
* An interest in health and fitness; familiarity with gym equipment helps relate to products and customers.
Benefits
* Staff discount + access to our on-site showroom gym
* Company-funded socials and a beachside HQ on the South Coast
About the role
As a growing business, there are opportunities to develop your skills and take on new challenges. You’ll be well supported, rewarded, and able to enjoy a healthy work–life balance.
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