Job Summary To provide excellent customer service through first line support to our customers as well as validating and managing customer data.

Job Title Customer Support Advisor

Location Madrid, Spain

Reporting To Country Manager

Key Responsibilities Validations

Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.

Validate online questionnaires with close attention to detail and reference to standard processes and procedures.

Accurately log and update customer records on the status of their questionnaires.

Advise and process fee payments for new and renewing customers.

Proficient user of validation process within our business system.

Identify ways in which processes and procedures can be streamlined and made more efficient.

Active participation in team meetings to share and communicate information.

Consistently meet or exceed personal targets.

Escalate customer issues to the Country Lead.

Front line customer support

Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription.

Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system.

Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers.

First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status.

Handling objections with customers regarding payment of their subscription fee.

Working consistently to ensure personal targets relating to call rates and outcomes are consistently met and exceeded.

Key Requirements Knowledge and experience

Past experience in a customer service environment





Working knowledge of data management and data analysis

Demonstrable experience of process improvementProven track record of working to deadlines and targets

Customer contact through inbound and high volume of outbound calls

Ability to adapt to the needs of a growing business

Qualifications And Skills

Education to degree level or equivalent (preferable)

Highest accuracy and attention to detail

Strong organisational skills

Detailed working knowledge of Excel (preferably to Intermediate level)

Good knowledge of other MS Office applications

Articulate with a confident telephone manner

Strong communicator with good interpersonal skills

Commitment to provide excellent customer service at all times

Adaptable in approach

Able to multi-task

Good verbal and written communication skills in English, Spanish and Portuguese with good use of business language

Salary and remuneration This post will attract a competitive salary and our benefits include:

Blended working

Competitive Annual Leave entitlement + Public Holidays

Refer a Friend scheme (applicable to some posts)

Varied programme of social events

The Company Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue‑chip companies and their suppliers, Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and GDPR. Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 150 employees and establishing offices across the UK, The Netherlands, Spain, Hong Kong, Australia, the United States and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth. At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele.

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📌 Customer Support Advisor (Madrid)
🏢 Hellios Information
📍 Madrid