Customer Service Advisor

Nominet; Oxford; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

34-hour week

30 days annual leave + bank holidays

Private healthcare + EAP

Pension scheme matched to 7%

Electric vehicle scheme with on-site

Rewards platform with retailer/food &

Medicash discounts on routine care

Company bonus

Job summary

Nominet in OxfordHybrid is seeking a dedicated Technical Support professional to join our team. You will provide first-line customer support to Registrars, Registrants, and Law Enforcement partners, handling break-fix scenarios and offering product guidance across the domain lifecycle.

Applicants should bring experience in API/SaaS support, strong DNS understanding, and proven ticketing-system skills. The role follows a rotating shift pattern and a 34-hour week with a comprehensive benefits

Qualifications

• Exceptional customer support with a proven track record.
• Experience providing front-line technical support for API or SaaS products.
• Understanding of how DNS works and solid IT competence.
• Experience using ticketing systems and SLAs.

Responsibilities

• Provide first-line customer support to Registrars, Registrants and Law Enforcement partners.
• Provide break-fix support and product advice across the domain lifecycle.
• Resolve requests and incidents within SLA, escalating when required.
• Perform root cause analyses and create/update documentation/knowledge base.
• Collaborate with the team to drive solution improvements and project activities.
• Assist with ad-hoc queries from customers and internal teams.

Skills

Customer support

Front-line API/SaaS support

DNS knowledge

Ticketing systems

Troubleshooting

Communication

Change advocacy

Job description

Date: 26 Aug 2026

Location: Oxford/ Hybrid, GB, OX4 4DQ

Company: Nominet

Contract Type: Permanent

Location: Hybrid, with a minimum of 20% in the Oxford office per month

Working hours: This role operates on a rotating shift pattern:

• Monday to Thursday: Early shift, 8:00am–4:30pm; or late shift, 9:30am–6:00pm.
• Friday: Rotating early, mid and late shifts.

About Us

We’re Nominet – a world-leading domain name registry operating at the heart of the UK internet. While we’re best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on.

As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years.

The Role

Provide first-line technical support to all Nominet customers using Nominet products. The ideal candidate will have strong experience working within a help desk environment with a passion for service excellence or an experienced customer service professional with domain management experience.

What You’ll Be Doing

• Provide first-line customer support to Registrars (domain providers), Registrants (domain owners) and Law Enforcement partners.
• Provide break-fix support and product advice across the domain lifecycle.
• Provide solution(s) to requests, incidents and problems, working to SLA thresholds and escalating tickets appropriately when required.
• Complete necessary root cause analysis.
• Work with the broader team to develop and deliver updated documentation and support knowledge base for customers.
• Work closely with the Nominet team to understand and drive solution improvements.
• Support in key project and transformation activities as required.
• Assist with ad-hoc queries from customers and internal teams.

About You

• Exceptional customer support skills with a clear track record of adding value through customer relationships.
• Experience in providing front-line technical support to API or SaaS products.
• Understanding of how DNS works and general, well-rounded IT competence.
• Experience using ticketing systems.
• Excellent troubleshooting skills to work with customers to identify root cause and identify full solutions.
• Great communication skills.
• Advocate for change across all Nominet products/systems.

What To Expect Next

• 1st stage: Introduction call with a member of the TA team (30 mins)
• 2nd stage: Hiring manager interview (60 mins)
• 3rd stage: Onsite interview (60 mins)

Our Values

• We Make Things Happen
• We Pull Together
• We Bring A Positive Mindset
• We Keep It Simple

Our people make things happen, but our values are our compass as a company, guiding our day-to-day work and building our culture. They reflect that we’re strongest when we’re proactive and pull together, while underlining the importance of a "glass half full" mindset and aiming to keep things simple for success.

What We Offer

• 34-hour working week
• 30 days annual leave plus bank holidays, with the option to buy an additional 5 days
• Bupa private healthcare + Employee Assistance Programme
• Pension scheme matched to 7%
• Electric vehicle scheme with on-site charging points
• Rewards platform with discounts at hundreds of retailers and restaurants
• Medicash discounts on routine healthcare including optical and dental
• Company bonus

Diversity Statement

We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Security Statement

Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles, due to the nature of their work, will require additional security clearance.

Please note that Nominet is unable to provide visa sponsorship or relocation support for this position.

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