Customer Service Advisor bei Ordnancesurvey

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: 

• 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 optimisation 

• 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 

• 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 Click here 

• 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 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