Customer Service Advisor

**Customer Service Advisor – Full Time – Salary £24,242 to £26,416 (dependant on experience) Hybrid working**Join us and you’ll have an opportunity to make an impact and be part of an organisation 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 whilst 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:* **Customer interactions:** Respond to customer enquiries via phone, email, chat and social media. Provide accurate information about products and services. Resolve customer issues and complaints efficiently and professionally.* **Order processing:** Assist customers with placing orders, tracking shipments and processing returns or exchanges. Ensure all transactions are accurately recorded and processed.* **Customer management:** Foster strong relationships with all customers. Follow up with customers to ensure their issues are resolved and they are satisfied with the service.* **Problem solving:** Identify and troubleshoot customer issues related to products and services. Escalate complex issues to the appropriate department or supervisor when necessary.* **Feedback and improvement:** Gather customer feedback and provide insights to improve products and services. Participate in training sessions to stay updated on new products and services.* **Understanding different customer groups:** Ability to understand and address the unique needs of the public, businesses, utility companies and government customers. Strong interpersonal skills to build rapport with diverse customer groups.**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* Detail-oriented and organised* Basic understanding of App functionality* Able to work using multiple system 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 by*** Salary £24,242 – £26,416 (dependent on experience)* Performance related bonus up to 10%* A competitive pension scheme (OS contributes up to 12.07%)* 28 days annual leave on joining and an additional day per year rising to a maximum of 30 days after 5 years’ service* 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 days’ 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 twelve 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).We will endeavour to update you as soon after the advert closes as possible.**The stages that proceed successful application are as follows:**Stage 1 – Telephone screening call via MS TeamsStage 2 – Competency based interview at OSHQ**Closing date: Sunday 23rd January at 23:59**Unfortunately, we are currently unable to offer sponsorship for this role, therefore you must have the right to work in the UK, without the need for employer sponsorship.We are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.Research indicates that women, individuals with disabilities, LGBTQ+ community members, neurodiverse individuals, and people from ethnic minority backgrounds often hesitate to apply for jobs unless they meet every single qualification. At Ordnance Survey, we are dedicated to fostering a diverse, inclusive, and genuine workplace where everyone can thrive. If you’re enthusiastic about this role but your experience doesn’t perfectly match every qualification in the job description, we encourage you to apply anyway. You might be the ideal candidate for this or other roles within Ordnance Survey**Skills required for this role:**Business Systems, Call Center, Complaint Management, Customer Relationship Management (CRM), Customer Service, External Customers, Marketing, Service ImprovementOrdnance Survey provides national mapping services for Great Britain and is the world’s most trusted geospatial partner. Our location data and expertise has helped governments make smarter decisions, businesses gain valuable data insight, and everyone experience the world outside for over 225 years. From laptops to hilltops, blue lights to street lights and congestion to relaxation – our location expertise shows the world how to get to a better place. #J-18808-Ljbffr