Customer Support Advisor / Contact Centre Customer Service Agent

AWD online; Manchester; On-site; GBP 21,000 - 25,000; Full time

Job summary

A leading broadband provider in Greater Manchester is seeking a Contact Centre Customer Support Advisor. This full-time role involves handling customer queries and technical troubleshooting to deliver excellent service. Responsibilities include responding to inquiries, managing billing issues, and coordinating equipment requests. Ideal candidates will have experience in a customer support setting, strong communication skills, and GCSEs in English and Maths. The position offers a supportive team culture and various benefits including gym access.

Benefits

Smart casual dress code

Free access to gym facilities

Financial wellbeing platform access after probation

Supportive team culture and career progression

Qualifications

• Friendly and articulate communicator able to build rapport.
• Experience in a contact centre environment.
• Interest in technology for troubleshooting.

Responsibilities

• Handle customer queries via phone, email, and ticketing systems.
• Diagnose and resolve broadband faults for first-call resolution.
• Process service credits and billing adjustments.
• Coordinate replacement routers and dispatch orders.
• Own complex cases and keep customers updated.
• Respond to engineer requests and escalate errors as needed.
• Send SMS maintenance alerts and service updates.

Skills

Technical troubleshooting

Customer support experience

Communication skills

Empathy

Education

GCSEs in English and Maths

Job description

Contact Centre Customer Support Advisor / Customer Service Agent

A great opportunity for a Contact Centre Customer Support Advisor / Customer Service Agent to join this fast‑growing fibre broadband provider, supporting customers with onboarding, broadband technical issues, billing queries and service delivery while providing excellent customer service and troubleshooting support.

If you’ve also worked in the following roles, we’d also like to hear from you:

Call Centre Customer Service Assistant, Technical Support Advisor, Broadband Helpdesk Advisor, Contact Centre Advisor, Service Desk Advisor

SALARY: £25,000 per annum + Benefits

LOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday. Every Other Weekend Worked from Home)

JOB TYPE: Full‑Time, Permanent

WORKING HOURS: 37.5 Hours Rota Based (Core Working Hours: Monday to Friday 8am–8pm, Every Other Weekend Saturday 10am–5pm, Sunday 10am–3pm – Weekend Shifts can be worked from Home)

Job Overview

We have a fantastic new job opportunity for a Contact Centre Customer Support Advisor / Customer Service Agent, joining a growing team where you will support customers with queries and provide first‑class service.

As a Contact Centre Customer Support Advisor / Customer Service Agent you will handle technical broadband enquiries, manage onboarding tasks and resolve issues through diagnostics, fault finding and troubleshooting.

In your role as a Contact Centre Customer Support Advisor / Customer Service Agent you will contribute to a positive customer experience by managing cases, coordinating equipment requests and ensuring service issues are resolved quickly and efficiently.

Duties

• Responding to Enquiries: handling customer queries via phone, email and ticketing systems
• Technical Troubleshooting: diagnosing and resolving broadband faults, adopting a first‑call resolution approach
• Managing Billing Queries: processing service credits, adjustments and payable charges
• Coordinating Equipment: arranging replacement routers or other devices and dispatching orders
• Case Managing Issues: owning complex cases and keeping customers updated
• Engineer Liaison: responding to engineer requests, troubleshooting and escalating errors
• Communications: sending SMS maintenance alerts and service updates

Candidate Requirements

• A friendly, articulate communicator able to build rapport and demonstrate empathy
• Experience in a customer support or contact centre / call centre environment
• Experience with technical troubleshooting or an interest in technology
• GCSEs in English and Maths
• Comfortable working in a phone‑based environment on a rota including weekends and Bank Holidays

Benefits

• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (on successful completion of probationary period)
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression

How to Apply

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO‑P14179