Customer Support Specialist in Gloucester

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

This role involves shift work between the hours of 8am-8pm Mon-Fri as well as some weekend work. This role is a 35 hour working week.

Purpose of this role

To deliver outstanding service and support across our broadband, billing, and technical services. This includes a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.

Your key responsibilities are:

• Respond to a wide range of customer queries promptly, providing solutions where possible and in a timely manner.
• Keep customers updated at timely intervals where follow ups are required or making service engineer appointments.
• Communicate with customers via a variety of channels, including phone, email, online chat and written letter in an appropriate, professional manner.
• Update internal CRM system with account changes and notes.
• Basic triage of customer connectivity faults to determine next steps, such as passing to technical support for resolution or making service engineer appointments.
• Assist customers with account queries and ensure payments are met or plans are monitored. Escalate to Arrears team if required.
• Assist potential customers to understand products and packages offered by FibreNest and promote the brand.
• Continually improve customer service, perception and satisfaction through progressing service delivery efficiently in accordance with SLAs to ensure KPIs are consistently achieved.
• Contribute effectively towards maintaining team cohesion and morale.
• Communicate with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.
• Work closely with colleagues to ensure appropriate resources are engaged to satisfy customer requirements.
• Develop professionally in all aspects of the role.
• Use approved systems continually to log all work‑related activity and only work on approved tasks.
• Suggest up‑sell/cross‑sell products to customers where relevant and where it may add value to the customer’s experience.

Experience / Knowledge

Understanding fundamentals of CRM systems and MS Office.

Abilities / Skills

• Effective interpersonal and communication skills.
• Ability to effectively engage with customers and own appropriate resolution of issue(s).
• Positive, self‑motivated, and able to respond effectively to a fast‑paced and dynamic environment.
• Highly organised self‑starter.
• Demonstrated ability to prioritise workload and problem solve.
• Understanding of SharePoint, MS Teams / Slack.
• Previous experience in a customer‑facing role.

What can you expect from us:

• Cost of living annual pay review.
• Company pension contributions up to 3% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• Referral payment of £1000 (net of tax) for each successful referral.
• Hybrid working for eligible roles.
• Development opportunities to reach career aspirations.

We are proud to be an equal‑opportunity employer and advocate for equity, diversity and inclusion in all we do.