Northreach
Customer Support Advisor
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Premium Customer Support Advisor – Consumer Technology
Location: Paddington, London
Working model: Fully office-based
Hours: Monday to Friday, 9:00am–5:00pm, 37.5 hours per week
Contract: Initial agency contract with long-term potential
We are recruiting a Premium Customer Support Advisor to join a global consumer technology business and provide a high-quality service to its premium customers. This is a varied, customer-focused role where you will manage enquiries across telephone, email, live chat, and social media. You will take ownership of cases, resolve problems efficiently, and ensure each customer receives a professional and personalized experience.
The position would suit someone who enjoys solving problems, can handle difficult conversations calmly, and is comfortable providing basic support with smartphones, apps, and connectivity.
What you will be doing
- Support premium customers across telephone, email, live chat, and social media.
- Take ownership of enquiries, complaints, and service requests from first contact through to resolution.
- Provide straightforward troubleshooting support for device setup, applications, and connectivity issues.
- Handle complaints with empathy, professionalism, and confidence.
- Arrange follow-ups and coordinate escalations when further support is required.
- Maintain clear and accurate customer and case records.
- Follow established service processes and quality standards.
- Work towards customer satisfaction, quality, and workload expectations.
- Represent the organization professionally in every customer interaction.
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What success looks like
- Help create a consistently positive customer experience by resolving enquiries efficiently without compromising service quality.
- Build trust by keeping customers informed, following through on agreed actions, and taking responsibility for each case.
- Contribute to strong customer satisfaction by combining empathy, attention to detail, and practical problem-solving.
Essential experience
- Previous experience in customer service or a contact-centre environment.
- Strong verbal and written communication skills.
- Experience handling complaints, challenging conversations, or escalated enquiries.
- Confidence supporting customers across more than one communication channel.
- Basic technical confidence with smartphones, apps, or connectivity issues.
- A calm, professional, and solutions-focused approach.
- Strong attention to detail.
- The ability to follow processes accurately and maintain clear records.
- Availability to work from the Paddington office Monday to Friday.
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Preferred experience
- Experience supporting VIP, premium, or high-value customers would be helpful, but it is not essential.
- Relevant experience may come from consumer technology, telecommunications, premium retail, hospitality, travel, financial services, automotive customer care, or another multichannel service environment.
Why consider this opportunity?
- Take genuine ownership of customer cases.
- Work across four different communication channels.
- Combine customer care with light technology troubleshooting.
- Support customers who expect a thoughtful and professional service.
- Gain experience within an international consumer technology environment.
- Join an initial agency contract with stated long-term potential.
Long-term employment is not guaranteed, and this is not an advanced technical-support position.
Apply with your CV if you have strong customer-service experience, enjoy resolving problems, and are comfortable working fully from the Paddington office.
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