Customer Service Advisor – Nights - Newcastle upon Tyne - Xplor

Description

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 upscale 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 3‑week rotation, which means everyone enjoys a Friday off every third week, creating longer weekends and improved work‑life balance.

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.

Values and Life at Xplor

Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities

If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will 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.

How to apply?

To start your application with us, please submit your CV and a cover letter and we'll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via

More about us

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast‑growing "everyday life" verticals: Education, Fitness & Wellbeing, Field Services and Personal Services — and a global, cloud‑based payment processing platform. With operations in North America, Australasia, Asia, Europe, and the UK, we serve over 106,000 customers that processed over $38 billion in payments across 20 markets in 2024.

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.

We kindly ask you to apply through our careers portal or external job boards ++only++. Please don't send your application via email.

To learn more about us and our products, please visit

We also invite you to check out our Candidate FAQs for more information about our recruitment process

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.

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 each person who applies.