Customer Service Advisor

1&1 IONOS SE; Gloucester; On-site; GBP 27,000 - 52,000; Full time

Benefits offered by this job

£27,000 base salary

Unlimited sales commission potential

27 days annual leave + bank holidays

Contributory pension

Private healthcare

Life assurance

Employee assistance programmes

Cycle scheme

Free Parking

Social events

Job summary

IONOS is hiring a Customer Support Specialist in the Gloucester area to provide top-tier support across phone, email, and chat. You will translate technical terms into simple, friendly guidance, ensuring customers feel heard and valued in every interaction.

The role emphasizes a warm, empathetic approach with ongoing training and opportunity for upskilling. Expect shift coverage across a 7:00–24:00 window, with extensive commission potential tied to sales enablement.

Qualifications

• Experience in customer service environments such as contact centers, retail, hospitality, or client-facing roles.
• Excellent written and verbal communication, with empathy for challenging customers.
• Curiosity about technology and ability to learn basic industry terms to explain solutions to customers.

Responsibilities

• Deliver exceptional, people-first customer care across phone, email, and chat.
• Translate technical jargon into simple, reassuring guidance for customers.
• Identify opportunities to upsell features or upgrades while helping customers find the right solution.

Skills

Customer service

Communication

Tech interest

Customer focus

Adaptability

Job description

Tasks

Come join our awesome team in a fun, fast-paced office!

we provide 24/7 support to our customers through Phone (mainly), Email, Chat, and Social Media. To do this we need talented, friendly, and adaptable people with a passion for IT and Customer Service. This role is built around delivering fantastic customer experiences—making it perfect for experienced service professionals, retail/hospitality changers, or strong communicators who feel comfortable around everyday technical terminology.

Shift Requirements: Our customers need support around the clock. To deliver 24/7 coverage, availability to work a rotating shift pattern between 7:00 AM and Midnight (Monday–Sunday) is essential.

SO WHAT'S THE JOB?

As a Customer Support Specialist, your main priority is ensuring our customers feel valued, heard, and supported with their account and Server product queries. You will bring a warm, reassuring vibe to every call or chat, translating complex tech concepts into friendly, plain-English solutions.

• Delivering exceptional, people-first customer care across phone, email, and chat.
• Translating basic technical jargon into simple, reassuring advice for our customers.
• Listening to customer needs and recommending extra features or upgrades (with unlimited commission potential when you help them find the right solution!).

WHAT WE'RE LOOKING FOR

We’re big fans of learning and growing, so we’ll provide plenty of training for our new team members. We hire for attitude, empathy, and communication skills above all else. You don't need an IT background or coding experience, but you do need to enjoy talking to people and feel comfortable using technical terms in everyday conversations.

• Customer Service Experience: Previous experience in a contact center, retail, hospitality, or client-facing environment.
• Strong Communication & Empathy: Excellent written and verbal skills, with confidence handling challenging or frustrated customers with grace.
• Tech Interest & Familiarity: A genuine curiosity about technology and comfort learning basic industry terminology (e.g., servers, web hosting basics) to talk customers through their questions.
• Customer-Focused Mindset: You love the human aspect of customer support and want to build a career around service excellence.
• Adaptability: Comfort working in a fast-paced environment and using modern AI tools to assist with daily workflows.

THE PERKS

Apart from a vibrant and supportive work environment, we offer a comprehensive benefits package to support your well-being and work-life balance. We also value personal and professional growth, offering tailored development plans for your career advancement

Benefits include:

• Earn a £27,000 basic salary plus UNLIMITED sales commission potential
• 27 days annual leave + bank holidays
• Contributory pension scheme
• Private healthcare and Life assurance
• Employee assistance programmes
• Cycle scheme
• Free Parking
• Refreshments in break rooms and discounts at selected local restaurants
• Social events

With our diverse product portfolio and the benefits of being part of the wider IONOS Group, the development opportunities are endless!

WHAT NEXT?

So, like the sound of working at IONOS? We don’t blame you, we think it’s pretty great too!

IONOS are a equal opportunities employers, committed to fair treatment for all, and value diversity in our workplace. We do not condone discrimination in any shape or form. With us, your individuality is welcomed and celebrated.

Notice to Agency and Search Firm Representatives: IONOS is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any IONOS or affiliated company employee by a third party agency and/or search firm without a valid written & signed search agreement will become our sole property. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.