Customer Service Advisor - Advisor Service

Wessex Internet; Folly Gate; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Private medical insurance

Life assurance

Income protection

Cycle to Work

Tech purchase scheme

Enhanced family leave

Staff broadband discount (75%)

High street discounts

Summer & Christmas team socials

Career development opportunities

Job summary

Wessex Internet is expanding its rural connectivity footprint and seeks a friendly Customer Support Advisor to join the team. You will be the first point of contact for customers by phone and email, following established processes and logging every interaction in Salesforce.

Comprehensive training will be provided to handle a wide range of enquiries. The role operates 08:00–18:30, Monday to Friday, with 1 in 4 Saturdays.

Qualifications

• Friendly, proactive and customer-focused attitude.

Responsibilities

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to Team Leader when required.
• Log all interactions accurately in Salesforce and follow up promptly.
• Manage overflow calls from other departments while maintaining a customer-first experience.
• Provide first-line technical support, escalating only when necessary.
• Recommend upgrades and service enhancements tailored to customers' needs.

Skills

Customer-focused

Tools

Salesforce

Job description

Wessex Internet is an award-winning and fast-growing broadband provider, transforming rural connectivity across the South West. As we continue expanding into the New Forest, Wiltshire, and South & West Dorset, we're looking for a friendly, proactive, and customer-focused Customer Support Advisor to join our team.

As a Customer Support Advisor , you'll be the friendly first point of contact for our customers, whether by phone or email. Your role is to listen, understand, and provide the right support, while escalating queries when needed.

You'll receive full training, equipping you to confidently handle a wide range of enquiries, from basic technical support to account management. If you're an excellent communicator who thrives on helping people, we'd love to hear from you.

• 25 days holiday + bank holidays, with the option to buy/sell up to 5 days.
• ~ Private medical insurance, life assurance & income protection.
• ~ Cycle to Work & Tech purchase schemes.
• ~ Enhanced family leave policies.
• ~ Staff broadband discount (75%).
• ~ High street discounts on 100+ brands.
• ~ Summer & Christmas team socials.
• ~ Career development opportunities - Whether you want to lead a team or learn new skills, we'll support your growth in our fast-moving business.

• Be the first point of contact for customers by phone and email.
• Follow support processes and elevate complex issues to your Team Leader when required.
• Work towards Service Level Agreement (SLA) targets and help your team achieve them.
• Log all interactions accurately in Salesforce and follow up promptly
• Manage overflow calls from other departments while maintaining a smooth, customer-first experience.
• Provide first-line technical support, escalating only when necessary.
• Recommend upgrades and service enhancements tailored to customers' needs.
• Please note that this role involves shift work between 08:00 - 18:30 Monday to Friday with 1 in 4 Saturdays (10:00 - 16:00).
• Full UK driving licence and access to own transport required; Ready to be part of a company that's transforming the future of rural communities?