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Customer Support Advisor

Customer Support Advisor

Wessex InternetUnited Kingdom, GB
30+ days ago
Job type
  • Full-time
  • Permanent
Job description

About Wessex Internet

We are a fast-growing, innovative Internet provider, delivering full-fibre broadband across rural areas in the Southwest, including Dorset, Somerset, New Forest, and now expanding our network into Wiltshire. Dedicated to delivering lightning-fast broadband to thousands of countryside homes and businesses, we are different to most Alt Nets in that we design, build, and operate our own network to ensure every connection meets our high standards.

Late last year, we celebrated an exciting milestone in connecting our 10,000th customer to our full-fibre service. This achievement highlights our commitment to exceptional customer service and is reflected in our customer reviews and trust pilot scores.

We’re a growing business built on teamwork, where each contribution is valued and has a part to play in our successes. With a focus on personal and professional growth, we offer endless opportunities to make an impact. As we continue to grow, we are seeking passionate individuals to join our team.

The Role

At Wessex Internet we pride ourselves on delivering outstanding customer service to all our customer, we believe great service goes beyond solving problems—it’s about creating positive, lasting impressions.

As a Customer Support Advisor, you will be based in our Blandford office, and you’ll play a pivotal role in making our customers feel valued & supported. You will be the first person our customer speaks to when they call us. You’ll be there to understand their call & also to refer or escalate their call when necessary.

You will be provided with a comprehensive training programme, you’ll be fully equipped to handle a wide range of queries both via phone and email so that you’ll be able to handle each query with confidence and care.

If you are a great communicator, offer excellent customer service and want to be part of a local, friendly customer support team than we’d love to hear from you!

Responsibilities

  • Act as the first point of contact for all our customers through phone or email.
  • Following set support processes and escalating complex issues to your Team Leader when needed
  • Working towards Service Level Agreement (SLA) targets and supporting your team in achieving them
  • Accurately documenting all interactions in Salesforce and following up on actions to meet customer expectations
  • Managing overflow calls from other departments while always maintaining a smooth, customer-first experience
  • Providing basic technical support, escalating only when necessary
  • Recommending product upgrades and service enhancements to help customers get the most from their packages
  • Suggesting and implementing improvements that drive team success and customer satisfaction

Requirements

  • You will need to be a confident communicator
  • Comfortable handling inbound calls & being on the phone for many hours throughout the day.
  • A quick learner with the ability to easily retain information
  • You are driven by targets and enjoy working hard to achieve them
  • You work well as part of a team whilst focusing on the task in hand
  • At least 1 years’ experience within a customer service environment
  • You can manage a pipeline of existing customers, ensuring SLAs are adhered to in accordance with business objectives
  • Provide advice to clients to ensure they remain on the most suitable packages to cater for their individual broadband and service needs
  • You have experience completing customer administration and have competent computer skills
  • An optimistic and positive approach to your work and any challenges you may face
  • You see business growth and change as a good thing, and can see the new, exciting opportunities it could lead to
  • Telecoms experience isn’t essential, but is a big advantage
  • Display excellent customer service skills
  • A valid driving licence & access to your own car. Our offices are based rurally & not always accessible by bus.

    • Benefits

  • 25 days on annual leave
  • The option to buy or sell an additional 5 days holiday
  • Enhanced Family Pay
  • Private Medical Insurance
  • Life Assurance
  • Income Protection
  • Cycle to Work Scheme
  • Tech Scheme
  • Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential
  • Free breakfast – including fruit, snacks, teas & coffees available throughout the day
  • Regular social events
  • Free onsite parking
  • 75% discount to Wessex Internet package

    • Find out what it’s really like to work at Wessex Internet from some of our team by visiting https : / / www.wessexinternet.com / careers /  and watch our short video https : / / youtu.be / 5U1j7GzB3Cc

    Salary :  £26,000 - £29,000 per annum, depending on experience

    Role Type :  Full Time / Permanent

    Hours :  40 hours per week (with weekend working).

    Location :  Office based near Blandford Forum, Dorset (will consider hybrid working)

    Holiday :  25 days plus bank holidays

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    Customer Support Advisor • United Kingdom, GB