Customer Service Advisor - Nights

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 escalate 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. 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.