Customer Service Advisor – Email Support (Temporary)

Freedom Fibre Limited.; Bath; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Free onsite parking

Job summary

Truespeed, Bath-based broadband provider, is hiring a Customer Service Advisor for a temporary role until 31 December 2026. This email-only position focuses on responding to customer inquiries, handling complaints, and delivering clear written support.

You’ll work three days in the Bath office and two days from home, with hybrid working and free onsite parking. You’ll manage inboxes, maintain records, explain installation steps, and collaborate with colleagues to ensure a positive customer

Qualifications

• Experience in a B2C customer service environment, ideally email/online support.
• Excellent written English and clear, empathetic communication.
• Confidence in handling complaints and resolving issues.
• Strong organisational skills and ability to manage priorities.
• Good working knowledge of Microsoft Office and customer management systems.

Responsibilities

• Respond to customer emails promptly and professionally.
• Manage enquiries and complaints through to resolution.
• Provide clear information about products, services and installation processes.
• Explain technical information in a straightforward, customer-friendly way.
• Manage and prioritise your inbox to meet response times and expectations.
• Maintain accurate customer records and liaise with internal teams to resolve issues.
• Support the wider team in delivering a high-quality customer experience.

Skills

Email support

Written English

Complaint handling

Organisation

Office software

Tools

Microsoft Office

CRM systems

Job description

Location: Bath
Salary: £14.56 per hour
Contract: Temporary, the end of December 2026
Hours: Full-time, Monday to Friday – 35 hours per week
Hybrid working: Three days in our Bath office and two days working from home
Benefits: Free onsite parking and hybrid working

About Truespeed

At Truespeed, we’re doing more than just building a broadband network – we’re helping communities across the South West and East Anglia get connected to fast, reliable full-fibre broadband. As a regional alternative network provider, we’re passionate about putting our customers first and bringing great connectivity to the places that need it most.

The Role

We’re looking for a Customer Service Advisor to join our team on a temporary basis until the end of December 2026.

This is an email-only customer service role, focused on responding to customer enquiries, managing complaints and providing clear, timely and professional written support. You’ll take ownership of customer cases, work towards resolving issues at the first point of contact and collaborate with colleagues to ensure customers receive a positive experience. There is no requirement to make or receive customer telephone calls.

In This Role, You Will:

• Respond to customer emails promptly, professionally and accurately.




• Manage customer enquiries and complaints through to resolution.




• Provide clear information about products, services and installation processes.




• Explain technical information in a straightforward, customer-friendly way.




• Manage and prioritise your inbox to meet response times and customer expectations.




• Maintain accurate customer records and liaise with internal teams to resolve issues.




• Support the wider team in delivering a consistent, high-quality customer experience.

What We’re Looking For

You’ll be organised, proactive and passionate about helping customers through excellent written communication.

You’ll bring:

• Experience in a B2C customer service environment, ideally in email or online support.




• Excellent written English and the ability to communicate clearly and empathetically.




• Confidence handling complaints and resolving customer issues.




• Strong organisational skills and the ability to manage competing priorities.




• Good working knowledge of Microsoft Office and customer management systems.




• Attention to detail, a positive attitude and a collaborative approach.

Why Join Truespeed?

We’re proud to offer a supportive, inclusive working environment where people are valued and encouraged to develop.

Benefits include:

• Hybrid working.




• Free onsite parking.

Be Part of Truespeed’s Journey

If you enjoy helping people, solving problems and delivering excellent customer service through written communication, we’d love to hear from you.

Please note: This is a temporary position until 31 December 2026. Applications are reviewed on a rolling basis, so we encourage you to apply as soon as possible.

Additional Information

• Applicants must have the right to work in the UK. Visa sponsorship is not available.




• The role is based in Bath, with three days in the office and two days working from home.




• No customer telephone calls or outbound calling are required.

No agencies, please.