Customer Service Advisor - Part time in Newcastle upon Tyne

Customer Service Advisor – Part-time

EQUANS, Newcastle Upon Tyne, England, United Kingdom

We are seeking a Customer Service Advisor to join our team in Killingworth, Newcastle. This is a permanent, part‑time position (25 hours per week) with a salary of £16,380 per annum and a benefits package.

Working hours: 9:30 am – 2:30 pm, Monday to Friday. Start date: 19 January.

Responsibilities

• Respond to enquiries and communication across all contact channels, including telephone, post, email, face‑to‑face, and digital methods.
• Provide advice and information on a range of services.
• Promote self‑service channels.
• Receive, process and issue applications for services.
• Signpost customers to other services and events.
• Receive and process complaints, comments or suggestions, ensuring first‑point resolution or escalation as required.
• Process payments, manage cash handling and maintain accurate records, adhering to financial and audit requirements.
• Adhere to established procedures for each service request.
• Meet key performance indicators, service level agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
• Assist in the supervision and maintenance of day‑to‑day processes and routines to ensure efficient delivery.
• Support service development and continuous improvement projects.
• Act in accordance with EQUANS’s SHEQ policies and all relevant regulations, guidelines and procedures.
• Maintain personal development, training and awareness; raise any gaps to the relevant manager.
• Deliver service to a high standard of accuracy, producing error‑free written responses.
• Behave in line with EQUANS’s core values and competencies.

Benefits

• 24 days of holiday, increasing to 25 days after 2 years of continuous service (+ public holidays – pro‑rata).
• Life cover equivalent to 1.5 times annual salary.
• Employee discount schemes on major brands and retailers.
• Gym membership discounts.
• Cycle‑to‑work scheme.
• Holiday purchase scheme.
• Two corporate social responsibility days per year.
• Rich learning opportunities – professional qualifications, training and personalised support programmes.
• Employee referral rewards scheme.
• Access to employee networks.
• 24/7 Employee Assistance Programme and mental wellbeing app.

Qualifications & Experience

• Good general education – minimum of 4 GCSEs at Grade C or above including Maths and English, or equivalent, or relevant experience and capability.
• Good literacy, numeracy and ICT skills.
• Recognised Customer Service qualification such as NVQ or ICAS (desirable).
• Experience providing help, advice and information in a customer service environment.
• Experience gathering, organising and managing information.
• Experience processing applications, gathering supporting documents and making decisions.
• Experience with financial and administrative routines.
• Experience working in a team and within a performance‑management culture.
• Experience using a range of ICT systems, including Microsoft Office.
• Excellent written and verbal communication.
• Commitment to equal opportunities and anti‑discrimination policies.
• Flexibility to work shifts and across different sites during opening hours.

This role includes a Basic DBS check; the ability to pass is essential.

About EQUANS

In the UK & Ireland, EQUANS is a provider of sustainable facilities management and regeneration, and cutting‑edge energy and digital services. With 15,000 employees, we deliver decarbonisation across the built environment, helping businesses, communities, public sector organisations and government accelerate the transition to a low‑carbon, resilient world. EQUANS is a leader in energy and services in 20 countries, with 90,000 employees on 5 continents and a turnover of €19.2 billion in 2024. It is a subsidiary of the Bouygues group.

Diversity and Inclusion

We encourage applications from women, ethnically diverse individuals, people with disabilities, and all candidates protected under the Equality Act 2010. We are committed to a culture where everyone’s voice is heard and supported. Our workplace is inclusive and offers free access to employee networks such as AccessAbility, Encompass, RISE, Veterans & Reservists, WOMEN Together, Working Parents and Young Professionals.

How to Apply

Click below to register, apply and track your progress. A member of our Resourcing Team will review your application and be in touch.