Customer Service Advisor

BT Group, the parent company behind EE, is recruiting a Customer Service Advisor for its North Tyneside operation. The role is full-time and permanent, based onsite at EE North Tyneside, Silver Fox Way, Newcastle upon Tyne NE27 0QJ. The start date is 2nd November 2026. It’s a good fit for someone who draws on a wealth of life experience to calmly navigate challenging situations and turn them into constructive customer outcomes.

In this Payment Support position, the emphasis is on guiding customers through billing questions, helping those who have fallen behind on payments, and delivering a genuinely personal service with every interaction. The team values flexibility, offering options to schedule breaks, bank time, and occasional home working, all designed to keep you effective without compromising family or personal commitments.

BT Group’s EE unit is building a North Tyneside team that values resilience, clear communication, and the ability to connect with customers from diverse backgrounds. Training will equip you to become the expert on customer payments, supporting you as you grow within the role.

What You’ll Do Day-To-Day

On a typical day you’ll respond to customer questions about billing, payments, and account status, listening with care and helping them reach practical, fair solutions. The work centers on delivering a personal service, turning each interaction into a positive, clear outcome as you guide customers toward the right next steps. You’ll resolve queries, assist those who are behind on payments, and work with teammates to maintain momentum on cases, using the training provided to become the trusted expert they need.

Practically speaking, you’ll verify account details, explain available options, and arrange feasible payment arrangements where appropriate. You’ll keep customers informed, capture feedback for process improvements, and prioritise work to ensure urgent issues are addressed promptly. The role is offered with flexibility in mind, including the ability to schedule your own breaks and the possibility of occasional home working to support personal needs while staying focused on customer outcomes.

Who The Right Candidate Is

The right candidate will bring a wealth of life experience that helps navigate challenging situations and translates that experience into effective customer support in a Payment Support role. They also possess transferrable skills that enable them to build relationships, listen well, and provide a personal service to customers who need guidance during difficult times.

• Wealth of life experience that can help you navigate challenging situations
• Transferrable skills suitable for a Payment Support role and delivering a personal service in customer interactions

• Willingness to participate in the training that will turn you into the team’s payment expert
• Flexibility to adapt to scheduled breaks, banking time, and occasional home working when needed

Pay, Benefits And Onsite Details

The role carries a starting salary of £26,116.00 rising to £26,738.00 at 9 months in role. It is a full-time, permanent position based onsite at EE North Tyneside (Silver Fox Way, Newcastle upon Tyne NE27 0QJ). The start date is 2nd November 2026.

In addition to the pay, the company provides incentives and bonuses. The benefits package includes online GP for you and your immediate family, market-leading carer’s leave of up to two weeks, equalised family leave with 18 weeks full pay and 8 weeks half pay in the first year, substantial discounts on EE and BT products, support for career development, a Season Ticket Travel Loan, volunteering days, and optional private healthcare and dental coverage. The role also offers flexible scheduling to help manage appointments and personal commitments, including the possibility of occasional home working.

Advice For Applicants On This North Tyneside Payment Support Role

Tip 1: Put your wealth of life experience at the top of your resume. Lead with a line that shows how you’ve navigated challenging situations and built relationships, then connect those experiences to handling billing questions and payment difficulties with a personal touch.

Tip 2: When you describe your transferrable skills, back them with a concrete example. Tell a short story about guiding someone through a complex issue and delivering a thoughtful, human service in a difficult situation, ideally tied to payments or billing.

Tip 3: Be ready to talk about how you would handle a billing query in an interview. Explain how you balance empathy with accuracy, how you would explain options clearly, and how you would apply the training you’ll receive to become the expert on customer payments.

Tip 4: Have a smart question ready about the role’s flexibility. You could ask how the scheduling of breaks and the occasional home working are implemented day to day, and how opportunities for progression within the EE unit are structured as you grow in payment support.