At a Glance
- Tasks: Provide top-notch customer service to fitness and wellbeing consumers via phone, email, and chat.
- Company: Join Xplor, a tech company dedicated to helping businesses thrive with innovative solutions.
- Benefits: Enjoy flexible work arrangements, career development opportunities, and mental health support.
- Other info: Join a diverse team that values innovation and personal growth.
- Why this job: Be the voice of our brand and make a real difference in customers' lives.
- Qualifications: Excellent communication skills and a passion for problem-solving are essential.
The predicted salary is between 24000 - 36000 £ per year.
Company Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees.
We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
Job Description
You’ll join our Global Operations Contact Centre as the first point of contact for our fitness and wellbeing consumers – that's individual members of gyms, leisure centres and fitness studios (our customers) around the world. This helps our customers to focus on what they do best – engaging with members and growing their business. Our people act as an extension of our customers’ teams, with industry leading technology, payment capabilities and value-added services.
Our support team is core to our success as a global business, and we want to be role models for our customers. You will be the first point of contact for our customers and the voice of our trusted brand.
While your role is UK based, the consumers you’ll serve are based in Australia and New Zealand, so you’ll need cultural awareness of language and interactions which may differ from the UK. Training will be provided; we simply ask that you are willing to learn and able to flex your style and tone for this region.
You will love this role if you are motivated by helping others. We are looking for someone who loves solving problems and creating lasting customer relationships. This is a great opportunity if you want to join a customer-centric team and play a central role in our success.
Reporting into a Contact Support Team Leader, you’ll serve consumers by:
Consumer Services
- Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first-time resolution rate
- Manage telephone and email communication from clients and their customers in relation to their service contracts with us
- Resolve first line customer queries relating to their accounts associated to payment contracts and contractual relationships
- Report any complex issues raised by consumers and/or customers, and elevate where necessary
- Engage with consumers regarding overdue balances and the collection of those in line with relevant Collections policies, maintaining individual areas within the system’s ledger by telephone and written correspondence
- Identification, progress chasing and resolution of queries utilising the query management system
Administration
- Record all activity associated with any communication in the related Administration system
- Accurately update internal and external systems and tools as required
- Follow defined scripts or directions around support or payment negotiation as defined from time to time
The night shift schedule consists of 4 nights per week, between 10pm and 9am, with each shift not exceeding 9½ hours. Team members follow a 4-week rotation, which means everyone enjoys a Friday off every third week, creating longer weekends and improved work-life balance.
Please note: This is a permanent overnight position. Candidates should be comfortable with the physical and lifestyle demands of working regular night shifts and be able to maintain consistent performance and wellbeing in this schedule.
Qualifications
What does it mean to work for Xplor?
- Excellent communication skills - The ability to liaise with Stakeholders on a day-to-day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner
- Possess active listening skills, patience and empathy Proficient ability to build positive working relationships with consumers and colleagues
- Problem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolution
- Attention to detail, able to document details of issues clearly in a concise understandable manner
- Ability to work in a team where you can meet service level agreements (SLAs)
- Motivated by a fast-paced environment
- You’re a true team player with a willingness to go the extra mile when needed
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Additional Information
Life at Xplor
You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of the perks of working with us:
- Learning resources available to continue to develop your skills and career development
- A collaborative, team environment with people who truly love what they do
- Paid parental leave benefits program
- Access to mental health support
- Flexible work arrangements
More about us
More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.
Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.
Good to know
To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.
To learn more about us and our products, please visit xplor.com/careers/.
We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
EEO and Artificial Intelligence
We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.
Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.
We make it a priority to respond to every applicant.
Customer Service Advisor - Nights in Newcastle upon Tyne employer: Xplor Education
At Xplor, we pride ourselves on being an exceptional employer, offering unparalleled opportunities for professional growth and a collaborative work culture that values each team member's contributions. With fully flexible work arrangements, generous parental leave, and access to continuous learning resources like LinkedIn Learning, we empower our employees to thrive both personally and professionally. Join us in our mission to help small and medium-sized businesses succeed while enjoying a supportive environment that fosters innovation and community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Nights in Newcastle upon Tyne
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Xplor's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your communication skills! Since you'll be the voice of Xplor, make sure you can articulate your thoughts clearly and empathetically. Role-play with a friend or use mock interviews to sharpen your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved customer issues effectively. Be ready to share these stories during your interview to demonstrate your ability to handle challenges.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Xplor team. Don’t forget to include 'moonshot' in your cover letter!
We think you need these skills to ace Customer Service Advisor - Nights in Newcastle upon Tyne
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing, give the job description a good read. It’s packed with clues about what Xplor is looking for, so make sure you understand the role and its requirements. This will help you tailor your application to show how you fit right in!
Show Your Personality:We want to see the real you! Don’t be afraid to let your personality shine through in your cover letter and CV. Use a friendly tone and share your passion for helping others, as that’s what this role is all about!
Highlight Relevant Experience:Make sure to showcase any experience you have that relates to customer service or problem-solving. Use specific examples to demonstrate how you've successfully handled similar situations in the past. This will help us see how you can contribute to our team.
Follow Application Instructions:Pay close attention to the application instructions. Remember to include 'moonshot' at the top of your cover letter and address Mr Pineapple Express in your communication. Following these details shows us you’re detail-oriented and genuinely interested in the position!
How to prepare for a job interview at Xplor Education
✨Know Your Stuff
Before the interview, make sure you understand Xplor's mission and values. Familiarise yourself with their products and services, especially how they help businesses in the fitness and wellbeing sector. This will show your genuine interest and help you connect your skills to their needs.
✨Showcase Your Communication Skills
As a Customer Service Advisor, excellent communication is key. Practice articulating your thoughts clearly and concisely. You might even want to role-play common customer scenarios with a friend to demonstrate your problem-solving abilities and active listening skills during the interview.
✨Cultural Awareness is Key
Since you'll be dealing with customers from Australia and New Zealand, brush up on cultural nuances and language differences. This will not only help you relate better to the consumers but also show that you're adaptable and willing to learn.
✨Emphasise Team Spirit
Xplor values teamwork, so be ready to share examples of how you've worked collaboratively in the past. Highlight any experiences where you went the extra mile for your team or customers, as this aligns perfectly with their core values.
