Customer Support Advisor

Wessex Internet; New Forest; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Salary up to 29k

Holiday allowance

Private medical

Life assurance

Income protection

Cycle to work

Tech purchase

Enhanced family leave

Broadband discount

High street discounts

Team socials

Career development

Job summary

Wessex Internet is expanding into the New Forest and rural areas, seeking a Customer Support Advisor to be the friendly first contact for customers by phone or email. You will follow support processes, log interactions in Salesforce, and escalate complex queries to the Team Leader as needed.

You’ll receive full training to handle a wide range of enquiries, from basic technical support to account management, with opportunities for career development in a fast-moving broadband provider.

Qualifications

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to your Team Leader when required.
• Log all interactions accurately in Salesforce and follow up promptly.
• Work towards Service Level Agreement (SLA) targets and help your team achieve them.
• 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.

Responsibilities

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to your Team Leader when required.
• Log all interactions accurately in Salesforce and follow up promptly.
• Work towards Service Level Agreement (SLA) targets and help your team achieve them.
• Provide first-line technical support, escalating only when necessary.

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 escalate 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).