Customer Service Advisor

Freedom Fibre Limited.; United States; Hybrid; USD 34,000 - 41,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Online GP 24/7

Hybrid working

Free onsite parking

Wellbeing benefits

Job summary

Truespeed in Bath is seeking a friendly, enthusiastic Customer Service Advisor to join our team. You’ll be the voice of the company, helping customers with everyday questions and resolving issues.

You don’t need to know everything at first; a positive attitude and willingness to learn matter most. The role is hybrid, with three days in the office and two from home.

We offer 25 days leave, private healthcare and a range of wellbeing benefits to support your work-life balance and career growth.

Qualifications

• Experience in a customer-facing B2C environment.
• Confidence in handling customer complaints.
• Excellent written and spoken communication skills.
• Strong listening skills and ability to adapt to customers.
• Ability to explain technical information clearly.
• Good working knowledge of Microsoft Office.
• Positive, proactive attitude and willingness to learn.
• Empathy, patience and professionalism, even in challenging conversations.
• Team-first mindset and flexibility in a busy environment.

Responsibilities

• Handle inquiries by phone, email, social media and live chat with friendly, professional service.
• Take ownership of queries and resolve at first point of contact where possible.
• Turn challenges into positive experiences and support customers throughout.
• Build relationships, solve problems and ensure a smooth journey for customers.
• Keep records up to date and maintain accurate information systems.
• Share knowledge and support colleagues to deliver great service.

Skills

Customer service

Complaint handling

Communication

Active listening

MS Office

Learning mindset

Empathy

Team player

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?

• 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.

Freedom Truespeed Group recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Truespeed Group and will receive instruction directly from us to do so. Freedom Truespeed Group is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.

As such, Freedom Truespeed Group reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Truespeed Group Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV's and proposals to Freedom Truespeed Group will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.