Customer Service Advisor

Ionos; Gloucester; On-site; GBP 27,000 - 42,000; Full time

Benefits offered by this job

Unlimited commission

27 days annual leave

Pension scheme

Private healthcare

Life assurance

Employee assistance programmes

Free Parking

Discounts at local restaurants

Social events

Job summary

IONOS is seeking a Customer Support Specialist in Gloucester to deliver exceptional care across phone, email, and chat. You will translate technical jargon into friendly, plain-English assistance and ensure customers feel valued and supported with their account and Server product queries.

The role requires 24/7 availability on a rotating schedule (7:00 AM–Midnight) and a passion for helping people, with training provided to grow in a fast-paced tech environment.

Qualifications

• 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 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.

Responsibilities

• 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!).

Skills

Customer Service Experience

Strong Communication & Empathy

Tech Interest & Familiarity

Customer-Focused Mindset

Adaptability

Job description

No.2 Cathedral Walk, The Forum, Gloucester, GL1 1AU

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterised by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

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
• 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!

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.

About IONOS

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.

We value diversity and welcome all applications - regardless of,for example, gender, nationality, ethnicorsocial origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.