Customer Service Advisor

BT Group; Cardiff; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Online GP

Carer’s leave

Family Leave

Discounts on EE & BT products

Season Ticket Travel Loan

Volunteering days

Private Healthcare (optional)

Dental (optional)

Job summary

BT Group in Cardiff is seeking a Customer Service Technical Advisor to help customers with broadband queries over the phone and guide them to timely resolutions. You’ll work within the EE broadband team, using problem-solving skills to support a wide range of technical questions.

No prior specific experience is required as full training is provided; there is a focus on flexibility, with options for occasional home working and a supportive environment for career development.

Qualifications

• No specific experience required; training provided.
• Flexibility with breaks and occasional home working.

Responsibilities

• Talk to customers over the phone with broadband tech-related queries and provide support throughout the interaction.
• Assist customers to resolve issues and guide them to solutions with empathy and professionalism.

Job description

Req ID: 62226Posting Start Date: 25/08/2026Posting End Date:Job Function: EE Contact CentresDivision: ConsumerJob Location: GBR Cardiff 3 Capital QuarterAdvertised Salary: £26,116.00What’s in it for you?A great starting salary of £26,116 rising to £26,738 after 8 months,Online GP – Giving you access to a GP via telephone or video 24/7 for both you and your immediate family, fully funded by us.Market leading paid carer’s leave, up to 2 weeks off for carers to give that bit of extra support to our colleagues who are caring for family or friends who are disabled, ill or elderly.Family Leave - Equalised maternity, paternity, and adoption leave and it gives all parents 18 weeks full pay and 8 weeks half pay in the first year however they choose to grow their family.Huge discounts of EE & BT products including your Mobile and Broadband – saving you hundreds of pounds every year.Support in carving your own career path. We are passionate about developing our people and we’ll support you in achieving the career you want.Season Ticket Travel Loan – giving you the funds to pay for your travel to and from work up front, making a difference where it counts.Volunteering days, so you can give back to your local community.Optional Private Healthcare and Dental, to protect you and your family.Why this job mattersAre you someone who likes solving problems? Maybe you like gaming or tinkering with technology? If so, you have transferrable skills to succeed in a Customer Service Technical role with EE.Why not use your skills to make a difference and join our Broadband Technical Team in Cardiff. You’ll be talking over the phone to customers with all sorts of broadband tech-related queries. You could be helping someone with a simple router question or something that needs a bit more work and ownership, you’ll be there for the customer supporting them all the way.You don’t need specific experience to join us. Provided you’re naturally helpful, calm, and can build relationships – we can train you on the rest.We understand that life never stands still, and like most roles within EE, this opportunity is designed with flexibility in mind. We’re here to support you in being successful, meaning we’ll do everything we can to make sure you don’t miss that appointment or can look after your family in an emergency. Just a few ways we’re doing this include allowing you to schedule your own breaks and banking time, and the option of occasional home working.