Customer Service Advisor

IONOS Group; Gloucester; On-site; GBP 27,000 - 45,000; Full time

Benefits offered by this job

UNLIMITED commission

27 days leave

Pension

Private healthcare

Life assurance

Employee assistance

Cycle scheme

Free Parking

Restaurant discounts

Social events

Job summary

IONOS Group in Gloucester is hiring a Customer Support Specialist to deliver outstanding care across phone, email and chat, translating technical terms into simple, friendly guidance. You’ll help customers with accounts and Server product queries, acting with warmth and professionalism.

The role emphasizes a customer-focused mindset, adaptability, and comfort using AI tools in a fast-paced environment; a comprehensive benefits package accompanies the base salary and uncapped commission potential.

Qualifications

• Previous experience in a contact center, retail, hospitality, or client-facing environment.
• Excellent written and verbal skills, with confidence handling challenging or frustrated customers with grace.
• Willingness to learn basic industry terminology and use AI tools to assist daily workflows.

Responsibilities

• Delivering exceptional, people-first customer care across phone, email, and chat.
• Translating basic technical jargon into simple, reassuring advice for customers.
• Listening to customer needs and recommending extra features or upgrades (with unlimited commission potential).

Skills

Customer service

Communication

Empathy

Tech familiarity

Adaptability

Job description

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.