Customer Support Advisor

Wessex Internet; Blandford Forum; On-site; GBP 17,000 - 29,000; Full time

Benefits offered by this job

Private medical insurance

Life assurance

Income protection

Cycle to Work

Tech purchase schemes

Staff broadband discount

High street discounts

Team socials

Career development opportunities

Job summary

Wessex Internet is seeking a friendly Customer Support Advisor to be the first point of contact for customers by phone and email. You will follow support processes, escalate complex issues when needed, and work to meet SLA targets while logging interactions in Salesforce.

You’ll receive full training to handle a wide range of enquiries, from basic technical support to account management, with a focus on delivering excellent service and helping customers improve their connectivity across the

Qualifications

• Experience handling high volumes of customer enquiries in a fast-paced environment.
• Strong multitasking and organisational skills to manage multiple queries and SLAs.
• Comfort with using CRM systems and standard IT applications.

Responsibilities

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to the Team Leader.
• Work towards SLA targets and help the team achieve them.
• 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.
• Suggest process improvements to boost team success and customer satisfaction.

Skills

Excellent communication

Customer service experience

High volume handling

SLA targets

Salesforce CRM

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.

What's in it for you?

• A starting salary of up to £29,000, dependent on experience.
• 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.

What You'll Be Doing

• 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.
• Suggest improvements to processes that boost team success and customer satisfaction.

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).

What We're Looking For

• Excellent communication skills with a professional and customer-focused approach.
• Experience managing high volumes of customer enquiries in a fast-paced environment.
• Strong organisational skills with the ability to manage multiple queries and meet SLAs.
• Confident using customer management systems and standard IT applications.
• Positive, adaptable, and target-driven, with strong attention to detail.
• Full UK driving licence and access to own transport required; telecoms experience desirable but not essential.

Ready to be part of a company that's transforming the future of rural communities?