Wessex Internet is an award-winning and fast-growing broadband provider, transforming rural connectivity across the South West. As we continue expanding into the New Forest, Wiltshire, and South & West Dorset, we’re looking for a friendly, proactive, and customer-focused Customer Support Advisor to join our team.
As a Customer Support Advisor, you’ll be the friendly first point of contact for our customers, whether by phone or email. Your role is to listen, understand, and provide the right support, while escalating queries when needed.
You’ll receive full training, equipping you to confidently handle a wide range of enquiries, from basic technical support to account management. If you’re an excellent communicator who thrives on helping people, we’d love to hear from you.
Please note that this role is a six month fixed term contract maternity cover.
What’s in it for you?
* A starting salary of up to £29,000, dependent on experience.
* 25 days holiday + bank holidays, with the option to buy/sell up to 5 days.
* Private medical insurance, life assurance & income protection.
* Cycle to Work & Tech purchase schemes.
* Enhanced family leave policies.
* Staff broadband discount (75%).
* High street discounts on 100+ brands.
* Summer & Christmas team socials.
* Career development opportunities - Whether you want to lead a team or learn new skills, we’ll support your growth in our fast-moving business.
What you’ll be doing
* Be the first point of contact for customers by phone and email.
* Follow support processes and elevate complex cases to your Team Leader when required.
* Work towards Service Level Agreement (SLA) targets to help your team achieve them.
* Log all interactions accurately in Salesforce and follow up promptly.
* Manage overflow calls from other departments while maintaining a smooth, customer-first experience.
* Provide first-line technical support, escalating only when necessary.
* Recommend upgrades and service enhancements tailored to customers’ needs.
* Suggest improvements to processes that boost team success and customer satisfaction.
Please note that this role involves shift work between 08:00 - 18:30 Monday to Friday with 1 in 4 Saturdays (10:00 - 16:00).
What We’re Looking For
* An articulate and confident communicator who enjoys engaging with customers.
* Comfortable managing a high volume of inbound calls as part of your day-to-day role.
* Able to learn quickly and apply new information accurately.
* Target-driven, with a strong motivation to achieve and perform.
* A collaborative team player with excellent attention to detail and focus.
* Previous experience in a customer service environment.
* Capable of managing a caseload of customer queries while consistently meeting SLAs.
* Confident using customer administration systems and standard IT tools.
* Positive, adaptable, and resilient in a fast-growing and changing environment.
* Experience in telecoms is advantageous but not essential.
* Holds a full driving licence and has access to a car due to the rural office location.
Ready to be part of a company that’s transforming the future of rural communities? Apply now and join Wessex Internet - where we’re not just building networks, we’re building futures.
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