Customer Service Advisor Truespeed · Truespeed, Pinesgate East, Lower Bristol Road ·

Freedom Fibre Limited.; Bath; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days leave

Private healthcare

Hybrid work

Free onsite parking

GP access

Job summary

Truespeed is hiring a Customer Service Advisor in Bath to deliver exceptional support across phone, email and live chat. You’ll resolve a range of questions, handle complaints with empathy and help customers stay connected through a smooth installation and service journey.

The role offers hybrid working three days in the Bath office and two days from home, with a competitive salary starting from £27,976 per annum and a range of wellbeing and lifestyle benefits.

Qualifications

• Experience in a customer-facing role is essential.
• Ability to handle complaints with empathy and professionalism.
• Strong written and verbal communication skills.

Responsibilities

• Answer customer questions by phone, email, social media and live chat to provide helpful, friendly service.
• Take ownership of queries and aim to resolve at the first point of contact.
• Maintain accurate records and keep systems up to date to ensure a smooth customer journey.

Skills

Customer service

Communication

Problem solving

Empathy

Teamwork

Organisation

Tools

Microsoft Office

Job description

Great service starts with great people. Could that be you?

Location: Bath
Salary: From £27,976 per annum
Contract: Full-time, permanent
Working hours: Monday to Saturday, with Saturdays worked on a rota basis and a day off in lieu during the week
Working pattern: Hybrid – three days in our Bath office and two days working from home

The benefits? 25 days’ annual leave plus bank holidays, private healthcare, 24/7 online GP access, hybrid working, free onsite parking and a range of wellbeing and lifestyle benefits.

Help us make a real difference, one customer at a time

At Truespeed, we believe everyone deserves a better connection. We’re bringing fast, reliable full-fibre broadband to communities across the South West and East Anglia, helping people stay connected to the things that matter most.

But great connectivity is about more than broadband. It’s about the people behind it.

That’s where you come in.

We’re looking for a friendly, enthusiastic Customer Service Advisor to join our team in Bath. If you love helping people, enjoy finding solutions and take pride in turning a difficult situation into a positive experience, this could be the perfect next step in your career.

You don’t need to know everything about broadband from day one. What matters most is your attitude, your willingness to learn and your commitment to giving customers the very best experience.

What will you be doing?

You’ll be one of the friendly voices of Truespeed, making sure our customers feel listened to, supported and confident they’re in good hands.

From answering everyday questions to helping resolve more complex issues, you’ll play an important part in making every customer interaction count.

Your day will be varied, giving you plenty of opportunities to build relationships, solve problems and make a genuine difference.

Here’s what you can look forward to:

• Making every conversation count: Support customers by phone, email, social media and live chat, delivering helpful, friendly and professional service.

• Finding solutions that work: Take ownership of customer queries, investigate issues and aim to resolve them at the first point of contact wherever possible.

• Turning challenges into positive experiences: Handle complaints with empathy and confidence, making sure customers feel heard and supported throughout.

• Helping customers get connected: Arrange installation appointments, explain what happens next and answer questions to make the process as straightforward as possible.

• Keeping everything on track: Maintain accurate records, update systems and make sure customer information is always up to date.

• Being part of something bigger: Share knowledge, support your colleagues and work together to create a smooth, positive customer journey.

What makes you a great fit?

We’re more interested in your approach to customer service than having every answer on day one. We’re looking for someone who enjoys working with people, stays calm when things get busy and is motivated by finding the right solution.

You’ll ideally bring:

• Experience in a customer-facing B2C environment, such as a contact centre, retail or a similar role.

• Confidence in handling customer complaints.

• Excellent communication skills, both written and verbal, with the ability to adapt your approach to different customers.

• Strong listening skills and a genuine interest in understanding what customers need.

• The ability to explain technical or complex information in a clear, straightforward way.

• Good working knowledge of Microsoft Office and confidence using computer systems.

• A positive, proactive attitude and a willingness to learn new skills.

• Empathy, patience and professionalism, even when conversations are challenging.

• A team-first mindset and the flexibility to thrive in a busy, changing environment.

Above all, you’ll care about doing a good job, enjoy helping others and want customers to finish a conversation feeling better than when they started.

What’s in it for you?

We know that great customer service starts with people who feel valued and supported. At Truespeed, you’ll join a collaborative team where your contribution matters, your development is encouraged and there are opportunities to build your career.

Alongside a competitive starting salary, we offer a benefits package designed to support your wellbeing, your finances and your work-life balance.

Here’s what you’ll enjoy:

• 25 days’ annual leave plus bank holidays – time to recharge and enjoy life outside work.

• Hybrid working – three days in our Bath office and two days working from home.

• Private healthcare and access to a range of health and wellbeing benefits.

• 24/7 online GP access – support when you need it.

• Pension scheme and life insurance to help support your future.

• Lifestyle and financial wellbeing benefits as part of our wider employee benefits package.

• Free onsite parking at our Bath office.

• Career development opportunities to help you grow your skills and progress.

And, of course, the opportunity to be part of a business that’s helping bring better connectivity to the communities that need it most.

A few important details

• You must have the right to work in the UK. Unfortunately, we’re unable to offer visa sponsorship for this role.

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

• Monday-to-Saturday working applies, with Saturdays covered on a rota basis and a day off in lieu during the week.

No agencies, please.