Customer Service Advisor

Customer Service Advisor

Join us and you'll have an opportunity to make an impact and be part of an organization committed to driving sustainable outcomes. At OS, we use location data and intelligence to help customers build more resilient societies, preserve the environment, foster healthier, happier spaces that people want to live in, and support the delivery of improved public services and critical infrastructure.

Join our dynamic Customer Service Team

Our Customer Service Team bridges the gap between technical expertise and customer satisfaction. This role involves providing timely, accurate, and empathetic support to users experiencing issues with hardware, software, or digital services. Our Customer Service Advisors troubleshoot problems, guide customers through solutions, and escalate complex cases when needed - all while maintaining a high standard of service and professionalism.

We are a small team and embrace a collaborative, innovative, and flexible work culture.

About the Role

In this role, you'll be responsible for delivering high-quality customer support across multiple channels. We're looking for someone who can:

• Respond to customer queries via phone, email, live chat, and social media, and resolve hardware, software, and connectivity issues
• Guide customers through setting up and using products, including troubleshooting and optimization
• Record and track customer issues using a ticketing system or CRM and escalate complex problems to relevant teams
• Collect customer feedback and contribute to improving support materials such as FAQs and help guides
• Resolve complaints professionally by staying up to date with product features, releases, and known issues
• Support customers with placing orders, tracking deliveries, and managing returns or exchanges
• Identify recurring issues and suggest improvements to support processes, while contributing to team development through mentoring and training

We are looking for someone who is calm under pressure and resilient in fast-paced environments, curious and eager to learn new technology, a team player with a proactive attitude, and detail-oriented and organized.

Basic understanding of App functionality

Able to work using multiple systems and processes

The Rewards

We want you to love what you do. That is why our benefits package rewards a job well done. Check out how we support and invest in our employees.

• Salary £24,242 - £26,416 (dependent on experience)
• Performance related bonus up to 10%
• A competitive pension scheme (OS contributes up to 12.07%)
• 25 days annual leave on joining (and an additional day per year rising to a maximum of 30 days after 5 years' service) plus 3 additional days in lieu of the December shutdown period
• Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
• Free subscription to OS Maps
• Access to online learning platforms
• Coaching and Mentoring schemes
• Plus, a suite of excellent additional perks and benefits

At OS, we believe looking after your health and wellbeing means more than posters and events. We empower you to manage your work and life the way you need it by offering things like:

• An extra day's leave for each year you work, up to 33 days
• Employee Assistance Programme
• Hybrid working
• Free onsite parking at our modern HQ in Southampton
• We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
• Eyecare Vouchers
• OS Explorers Nursery discount
• Cycle to Work scheme
• We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme

Location

We embrace a hybrid working model at OS. We have a fantastic HQ in Southampton, Hampshire where you will be based and required to work Monday to Friday for the first six weeks, followed by at least 2-3 days a week at OSHQ thereafter.

Security

OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS).

The stages that proceed successful application are as follows:

• Stage 1 – Online assessment
• Stage 2 – Telephone screening call via MS Teams
• Stage 3 – Competency based interview at OSHQ

Closing date: Sunday 5th October at 23:59