Customer Support Advisor / Contact Centre Customer Service Agent (AWDO-P14179) in Altrincham)

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

Job summary

A fast-growing fibre broadband provider in Altrincham is seeking a Contact Centre Customer Support Advisor / Customer Service Agent. This role involves handling customer queries, resolving technical broadband issues, and managing billing queries while providing excellent customer service. The position requires experience in a customer support environment and offers a salary of £25,000 per annum along with various benefits. The role is full-time and office-based, with opportunities for weekend work from home.

Benefits

Smart casual dress code

Free access to gym facilities

Access to financial wellbeing platform

Supportive team culture, growth and career progression

Qualifications

• Experience in a customer support or contact centre environment.
• Ability to build rapport and demonstrate empathy.
• Comfortable working in a phone-based environment on a rota.

Responsibilities

• Respond to customer queries via phone, email and ticketing systems.
• Diagnose and resolve broadband faults with a first-call resolution approach.
• Process service credits, adjustments and payable charges.

Skills

Friendly communication

Technical troubleshooting

Customer support experience

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 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. CVs 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